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Validity Inc. · 1 day ago

Manager - Customer Support

Tampa, FL

Full-time

Onsite

Mid, Senior Level

4+ years exp

Validity Inc. is a company that provides data solutions to help organizations engage and retain customers. The Manager of Customer Support will oversee a global support team, ensuring a high-quality customer service experience while driving team performance and continuous improvement.

Data IntegrationEmailInformation TechnologyService IndustrySoftware

Growth Opportunities

Responsibilities

Manage the daily workflows of a global support team, monitoring email product support queues, handling escalations, and driving consistent service levels

Conduct regular team training to improve product knowledge, communication, and problem-solving skills

Closely monitor support KPIs (e.g., response time, resolution time, CSAT) to ensure service excellence

Evaluate cases and create reports to drive improvements

Manage and bring conclusion to ticket escalations

Review the internal Support process regularly, identify process gaps and determine solutions to resolve them

Stay deeply involved with the needs of your team, what they are working on, and what they are concerned about, and regularly communicate this back to upper management

Provide career development planning and guidance to your team, meeting 1:1 with direct reports on a regular basis

Qualification

Customer Support ManagementKPI MonitoringData AnalysisSalesforce Service CloudAI in SupportContinuous ImprovementTeam LeadershipCommunication SkillsProblem-Solving Skills

Required

2+ years directly managing a ticket/case-based support team

4+ years in a customer support role

Demonstrated success managing a team of support representatives; proven experience in a role with similar responsibilities and requiring the above-mentioned competencies

Success in meeting/exceeding Customer Support KPI's - such as Time to Resolution (TTR), minimizing Backlogs, and improving Customer Satisfaction metrics

Experience building reports and analyzing data to effectively drive process improvements and improved client experiences

Experience in a growth-stage company, managing hyper-growth and change within a team

Excellent written and verbal skills