Manager Software Support (Remote)

we are looking for a Manager of Customer Support to lead our global team of software support representatives. In this role, you will be instrumental in providing technical assistance to customers utilizing our suite of Talend Management software, ensuring they receive world-class support that aligns with our commitment to excellence.

Responsibilities

Manage and lead our customer support team, serving as the primary point of contact for escalated issues and ensuring a superior customer experience.

Foster value-based relationships with customers through timely communication, responsive follow-up, and advocacy for customer issues within internal departments.

Contribute to strategic planning, goal setting, and service standards for the Customer Support team.

Provide insightful metrics on customer satisfaction, issue trends, resolution time, and case status to drive continuous improvement.

Identify and report on issue escalations and risk areas, providing valuable product insights to various internal teams.

Prioritize and manage the resolution of issues within required service level agreements, exceeding customer expectations whenever possible.

Conduct root cause analysis for severity 1-level issues, developing strategies for resolution and mitigation.

Assist in the development and implementation of support programs and policies, overseeing their execution.

Ensure the accuracy and relevance of online technical support documentation.

Oversee the management of a digital support model, including self-service/chatbot responses and support collateral in our community portal.

Manage all aspects of people management, including hiring decisions, performance management, and professional development of team members.

Required Skills

Passion for delivering world-class customer support.

Demonstrated ability to thrive in a fast-paced, remote team environment.

Strong analytical and problem-solving skills.

Proficiency in creating and presenting meaningful metrics.

Excellent written and verbal communication skills.

Exceptional relationship building abilities.

Accountability for team performance and continual process improvement.

Proficiency in Salesforce and JIRA.

Strong planning, scheduling, and organization skills.

Proficiency in MS Office applications.

Required Experience

Bachelor’s degree in management or technical field, or equivalent work experience.

Minimum four years of leadership experience in help desk, customer service, and/or call center environments.

Demonstrated leadership capabilities in a technical customer support setting.

Experience with Salesforce and JIRA, including workflow automation.

Experience Managing Remote And Global Teams Preferred.

Strong knowledge of the standard software development life cycle (SDLC), TCP/IP protocols preferred.

Benefits

Experience supporting SaaS or Talent Management software preferred.

401(k) matching

Health insurance

Paid time off

Flexible PTO

And many other perks!

If you are passionate about providing exceptional customer support and are eager to join a dynamic team dedicated to innovation, we encourage you to apply. We are committed to promoting diversity and inclusion in the workplace and comply with all applicable labor laws. Join us on our journey to redefine talent acquisition excellence!

Employment Type: Full-Time