[Hiring] Support Manager @Ministry Brands

Role Description

The Manager, Support, supervises a staff of client support specialists who provide technical product support to clients and/or end users. You will manage the team’s daily workload to ensure required service volume and quality levels are attained. You will assist with critical customer escalations and train/coach your team in standard policies, procedures, and best practices to provide a high level of service to our clients.

Key Responsibilities:

• Manage a team of support specialists, monitor, and review responses and resolutions with clients
• Provide coaching and feedback in regular one-on-ones with Associates
• Actively contribute to and foster a positive team culture that is grounded in feedback and focuses on client experience
• Assess, propose, enhance, implement, and analyze KPIs needed to optimize team performance and client experience
• Prioritize team's escalation needs and prepares commentary with Support Directors during weekly meetings
• Responsible for Support QA testing as needed with assigned team and relaying findings/risks in companywide meetings
• Assist with product documentation and product/system training as SME's (or identifies SME's as needed from within team)
• Assist in establishing KPIs and evaluating team activities against those KPIs
• Review and analyze reporting metrics and client sentiment to identify areas for improvement of the client experience
• Responsible for team's data and summary/commentary for monthly leadership Business Reviews
• Estimate client needs, team workload, and team capacity, and flex staff resources accordingly
• Participate in performance management and evaluations of team members
• Participate in the hiring of new team members
• Support processes that align with adjacent department process rollouts
• Participate as a member of Operations management team, collaborating with other managers and leaders to communicate status, solve issues affecting more than one department and implement solutions needing cross-functional involvement to attain joint objectives
• Champion client experience improvement initiatives
• Maintain individual knowledge and ensures team knowledge around the products, services, and platforms that we provide to our client base
• Provide input to (and in some cases champion) Product, Service and Process enhancement initiatives to drive a stellar client experience
• After hours, weekend, and holiday coverage may be required and assigned as needed
• Other duties as assigned

Qualifications

• Bachelor’s Degree or an equivalent combination of education and experience
• 3+ years of experience working in a technical support environment
• Experience working in technology is preferred
• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
• Demonstrated ability to learn and understand complex office software applications
• Experience with client support ticketing and phone systems preferred (We use Zendesk and Purecloud)
• Strong leadership, development, and organizational skills
• Excellent verbal and written communication skills
• Ability to prioritize work and handle multiple tasks
• Excellent time management skills
• Experience in Salesforce, Zendesk, and Azure Dev Ops is a plus
• Strong attention to detail

Requirements

• Ability to work in a general office environment
• Ability to handle extended periods of computer-based work, including telephone
• Domestic and/or international travel required, estimated up to 5%

Benefits

• Robust healthcare options – Employees have several healthcare options to choose from in order to find what works best for them.
• Flexible paid time off – We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!
• Invest in your future – Ministry Brands matches 100% of your 401(k) contributions, dollar-for-dollar, up to 3%.
• Paid parental leave – We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
• Mental health support – Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
• Professional development reimbursement – Financial assistance for associates seeking to further their education and career.
• Employee Recognition & Rewards - We use Nectar to celebrate achievements and strengthen our culture of recognition.