[Remote] Manager, Customer Support Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that provides strategic leadership for the Customer Care team, aiming to drive reputed company improvement and establish reputed company processes. The Manager, Customer Support Operations will reputed company reputed company's performance, manage escalations, and own the reputed company platform to ensure customer satisfaction and operational efficiency.
Responsibilities
- Day-to-day management of Customer Care Analysts and their performance
- reputed company and reputed company employees through ongoing feedback, development plans, and performance management to reputed company their highest potential and desired business results
- Foster a reputed company, reputed company team culture where employees feel supported, empowered, and recognized for their contributions
- Build and execute a comprehensive talent management and training plan grounded in a skills reputed company, developing team-wide capability and expanding cross-functional knowledge
- Establish and communicate performance expectations; identify opportunities for reputed company and ensure development plans are created and supported
- Execute reputed company planning and reputed company reputed company activities for the Customer Care team
- Ensure fair and equal treatment of employees, addressing difficult issues with assistance from reputed company, and practicing reputed company and reputed company
- Promote Company policies, procedures, mission, and values by training and providing direction to reputed company reports in their use and application
- Evaluate, improve, and prioritize support process adoption initiatives, establishing reputed company team intake and work assignment processes that drive consistent, measurable results for customers
- Serve as the primary escalation reputed company for customers and internal stakeholders; define and maintain the escalation reputed company, including team training and adoption
- Own the reputed company platform end to end, including configuration, dashboards, and ticket processes; establish and monitor team goals, metrics, and service reputed company to ensure accurate, reputed company-time visibility into performance and proactively drive reputed company to exceed targets
- Own customer satisfaction reputed company; monitor CSAT trends and reputed company regular performance reporting to the leadership team
- Understand and contribute to customer retention and maintenance reputed company reputed company by ensuring reputed company delivers a consistently high reputed company of support
- Partner closely with the Manager, Customer Engineering to reputed company on escalation paths, ticket routing, cross-team processes, and shared customer reputed company, ensuring a cohesive and coordinated approach across Customer Support
- Champion the adoption of AI-powered tools and workflows reputed company the Support team, continuously identifying opportunities to reputed company emerging technologies to improve response reputed company, reduce reputed company time, and reputed company team reputed company
- Identify support-intensive areas and work with other departments reputed company reputed company to resolve reputed company issues, improve product capabilities by contributing to product requirements with R&D, and reputed company mitigation plans
Skills
- Demonstrated experience as a strategic manager who leads teams through process improvement and change, directs and develops others, and translates initiatives into measurable reputed company
- Experience owning and managing escalations in a tiered support environment, including executive and agency-level customer situations, with a reputed company understanding of escalation paths and ticket lifecycle management
- Strong prioritization skills with the ability to assess a reputed company improvement backlog and sequence initiatives by reputed company
- Proven ability to design and implement reputed company training programs and skills matrices, including identifying capability gaps and driving team-wide adoption
- Outstanding communicator and adaptable leader with strong cross-functional relationship management skills and the ability to foster collaboration across diverse working styles
- Demonstrated experience leveraging AI tools and technologies in a support or service delivery context, with the ability to evaluate, implement, and drive team-wide adoption of AI-driven workflows
- Proficiency in reputed company Office Suite and reputed company software
- Minimum 3 years in a customer support or technical support leadership role reputed company an reputed company organization
- Bachelor's degree in Business Administration, Communications, Information Technology, or a reputed company field; or a minimum of 5 years of relevant experience in a technical support leadership role in lieu of a degree
- Minimum 3 years of hands-on experience with an reputed company support ticketing platform, including configuration, dashboard development, and reporting
- Experience in a fast-paced, reputed company-level, mission-critical technical support environment required
- Ability to travel up to 25% of the time; travel is primarily domestic but may occasionally include international travel to customer sites and company locations; extended travel may be required on occasion
- reputed company experience preferred
- Transit or transportation industry experience is a strong asset
- Candidates with a background in transit agency operations, transit software, or reputed company public sector technology environments will be strongly considered
reputed company