Software Support Manager

Summary Of Position

The Software Support Manager will be part of the management team of a TOPS Software, a Clearwater based Private Equity backed software company that serves the community association management industry. Our clients are typically small businesses, like property management companies, or not-for-profit self-managed associations. The Support Manager will work closely with the TOPS Leadership Team to manage day to day operations of the Support team located in the Clearwater office and a remote team in Roswell, GA. The Software Support Manager position is directly responsible for providing quality, personalized, and experienced support to our internal and external customers. Additionally, the Support Manager is responsible for hiring, managing resources, quality assurance, and problem solving. Further responsibilities include the management of Support projects, Knowledge Center Support initiatives, and career development initiatives.

Essential Functions

• Improve customer service experience, create engaged customers

• Foster an environment of learning, sharing, and collaborating for the Support team

• Develop an environment focused on both customer education and internal staff development

• Utilize resources and assets to achieve qualitative and quantitative goals aligned to strategic initiatives

• Develop and maintain service goals, practices, policies, and standard operating procedures

• Keep accurate records and document customer service actions and discussions

• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement, education, and empowerment

• Develop and maintain a prioritized backlog of projects

• Remove impediments faced by the team, and handling escalated issues in a timely and professional manner

• Participate in after-hours, on-call, holiday, and emergency coverage

Required Knowledge, Skills & Abilities

• Excellent knowledge of management methods and techniques

• Working knowledge of customer service software, databases and tools

• Ability to think strategically and to lead

• Strong client-facing and communication skills

• Advanced troubleshooting and multi-tasking skills

• Customer service orientation

• Ability to work independently and efficiently on concurrent projects

• Ability to analyze and troubleshoot complex problems, then propose solutions or recommendations

• Ability to express thoughts clearly, listen carefully and respond appropriately

• Ability to influence, negotiate and persuade

• Self-starter who is able to work without supervision and takes ownership of his/her work

• Ability to contribute to inter-disciplinary teams, maintain open communication channels, and facilitate progress toward strategic objectives

Entry Requirements

Minimum qualifications

• Proven working experience as a manager

• 3+ years of experience in customer service, support, help desk

• Working knowledge of MS Office (Word, Excel, PowerPoint, Access) internet and Outlook

• Strong verbal and written communication skills

• Diligent time management and analytical skills

• Knowledge of customer service techniques and standards

Preferred qualifications

• BS degree in Business Administration or related field

• Working knowledge of ZenDesk, Salesforce, Azure Dev Ops

• Advanced skills in the management of Knowledge Centered Support workflows

• Strong familiarity with call center management hardware/software

Responsibilities & Activities

• Maintain outstanding levels of customer satisfaction and service levels.

• Manage escalated issues and customers

• Recommend and implement initiatives to deliver greater customer satisfaction

• Identify opportunities for Business teams to execute on

• Develop and maintain trust with key customer accounts and contacts

• Participate in recruitment, hiring, and training functions

• Develop and monitor progress of department goals and align them with strategic objectives

• Regularly conduct one-on-one feedback sessions with direct reports

• Manage quarterly department goals

• Participate in strategic planning with cross functional leadership team

• Monitor and report KPIs to measure process and individual agent performance

• Monitor and report monthly on department and individual KPIs

• Conduct call and case audits quarterly

• Evaluate and improve processes to maximize the performance of the team

• Participate in Knowledge Centered content creation

• Identify knowledge gaps and recommend training opportunities

• Represent the Support Department and the voice of the customer (service perspective) within the company and on product steering

• Participate in software and feature deployment activities

• Proactively identify opportunities for education and training, externally and internally

• Ensure product update and feature releases are communicated across the team

Job Type: Full-time

Salary: $90,000.00 to $100,000.00 /year

Experience:

• Management: 3 years (Preferred)
• Customer Service: 3 years (Preferred)

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off
• Parental leave
• Professional development assistance
• Tuition reimbursement
• Other

Pay frequency:

• Every other week

Paid Training:

• Yes

Management:

• Ops Manager

Shifts announced:

• N/A – fixed schedules

Shift:

• Day

Employees working per shift:

• 11 or more

Pay Frequency:

• Bi weekly or Twice monthly