Support Manager

Support Manager

Responsibilities:

• Team Leadership:

  Lead and manage a team of Functional Support Consultants, fostering a people-first mentality and a collaborative environment. You'll be responsible for coaching, mentoring, and developing your team to ensure they are the "ultimate HighRadian ambassador".

• Performance Management:

  Monitor team and individual performance against key metrics and SLAs. Use your knowledge of support KPIs to drive continuous improvement in areas like response time, resolution time, and customer satisfaction.

• Operational Excellence:

  Oversee the day-to-day operations of the support team, ensuring that best practices for service delivery are followed. You will manage ticket queues, dynamically prioritize issues, and multitask as needed to maintain efficiency.

• Escalation Handling:

  Act as the primary escalation point for complex or critical customer issues. You will use your excellent communication and problem-solving skills to de-escalate situations, provide quick resolutions or workarounds, and ensure issues are driven to resolution.

• Customer Advocacy:

  Champion the customer experience by understanding and empathizing with client situations. You will partner with internal and external stakeholders to provide a "delightful customer experience".

• Cross-Functional Collaboration:

  Serve as a liaison between the support team and other departments, communicating customer feedback and insights to inform product development and company strategy.

Requirements:

• Experience:

  Proven experience in a Support Manager role, preferably within a SaaS application environment.

• UK/US Client Experience:

  Demonstrated experience managing support teams that handle UK and US clients.

• KPI Knowledge:

  Strong knowledge and practical experience with key performance indicators (KPIs) for support teams.

• Communication Skills:

  Excellent communication skills, particularly in handling escalations and resolving conflicts with a collaborative approach.

• Technical Acumen:

  A technology-centric background with familiarity in application troubleshooting practices and tools like case management, knowledge bases, and defect management.

• Problem-Solving:

  Strong logical, analytical, and problem-solving skills to effectively manage and resolve complex issues.