[Remote] Manager of Customer Support
Note: The job is a remote job and is open to candidates in USA. Higher Logic is an industry-leading engagement platform that provides powerful online communities and communication tools. The Manager of Customer Support is responsible for leading a team of support specialists, overseeing hiring, training, and performance management while implementing customer-centric processes to enhance productivity and improve the customer experience.ResponsibilitiesDirect personnel management and team oversightInbound customer contact queues across all service channels (case, phone, chat, etc)Setting and achieving team and individual goalsDefining, documenting and implementing team processesSkillsTypically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degreeLeadership experience in a multi-channel contact center environmentExperience training, mentoring, coaching and developing customer service teamsHas partnered with Product and Engineering teams to prioritize feature requests and bug fixes preferably in an agile software development environmentHas worked with customers ranging from small businesses to large enterprise organizationsCompany OverviewHigher Logic is a cloud-based community platforms. It was founded in 2007, and is headquartered in Arlington, Virginia, USA, with a workforce of 201-500 employees. Its website is http://higherlogic.com.