[Hiring] Manager of Customer Support @ Higher Logic

Role Description

The Manager of Customer Support is responsible for leading a team of support specialists dedicated to providing world-class customer service to Higher Logic’s customers. The role is responsible for overseeing all core people leadership functions including:

• Hiring
• Training
• Mentoring
• Performance management

This individual implements customer-centric processes and systems to enhance the team’s productivity and performance. They foster strong peer-to-peer relationships and collaborate across the Customer Experience team and the company overall to continuously improve the customer experience. In addition, this person promotes an engaging and positive work environment that benefits both customers and Higher Logic employees.

Qualifications

• Typically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degree.
• Leadership experience in a multi-channel contact center environment.
• Experience training, mentoring, coaching, and developing customer service teams.
• Has partnered with Product and Engineering teams to prioritize feature requests and bug fixes, preferably in an agile software development environment.
• Has worked with customers ranging from small businesses to large enterprise organizations.

Requirements

• Direct personnel management and team oversight.
• Inbound customer contact queues across all service channels (case, phone, chat, etc).
• Setting and achieving team and individual goals.
• Defining, documenting, and implementing team processes.

Company Description

At Higher Logic, engagement happens here. As the industry-leading, human-focused engagement platform, we deliver powerful online communities and communication tools to organizations looking to build, retain, and grow their member or customer base. We’re obsessed with engagement and, with over 13 years of experience in the industry, we’ve got it down to a science. We are a global company with offices throughout the US, Canada, and Australia. We serve more than 3,000 customers, representing over 350,000 online communities with over 200 million users across 42 countries worldwide.

Our team is a thriving community of authentic people with diverse experiences and perspectives. We are honest and genuine and believe that sharing ideas and feedback openly helps us to be successful. We believe that diversity and empathy bring us #AllTogether to make us stronger. We learn from failure and successes because both help us to grow and learn. We strive to understand the why behind our actions and bring our best selves to work every day.