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Accruent · 1 week ago

Customer Support Manager (Tier 1)

United States

Full-time

Remote

Mid, Senior Level

$77K/yr - $128K/yr

3+ years exp

Accruent is a leading provider of solutions for unifying the built environment. The Customer Support Manager for Tier 1 will lead the frontline support team, ensuring timely resolution of customer support cases and driving operational excellence in a fast-paced environment.

Energy ManagementFacilities Support ServicesInternet of ThingsManagement Information SystemsMedical DeviceProductivity ToolsProject ManagementSaaSSoftware

Responsibilities

Manage Tier 1 support team performance, ensuring adherence to case handling standards and response SLAs

Monitor case queues, phone, and chat channels to maintain rapid response and balanced workload distribution

Provide guidance and mentorship to team members, fostering technical growth and customer-centric behaviors

Oversee initial triage and routing processes to ensure accurate severity assessment and escalation

Enforce case hygiene protocols, including timely follow-ups, documentation accuracy, and closure compliance

Conduct regular audits of case documentation for completeness and quality

Ensure clear, empathetic, and timely communication with customers throughout the case lifecycle

Drive initiatives to improve CSAT scores and overall customer experience

Coordinate Requests for Assistance (RFAs) with Tier 2 and Engineering for complex issues

Lead or facilitate customer calls involving cross-functional teams to ensure effective resolution

Partner with Tier 2 to maintain and enhance the Support Knowledge Base (KB)

Manage on-call rotation for high-severity incidents outside business hours

Represent Tier 1 in triage meetings, ATCM processes, and operational readiness reviews

Oversee smoke testing post-production changes and participate in RCA workshops for major incidents

Maintain awareness of product roadmap to anticipate support needs and prepare the team accordingly

Qualification

Customer support leadershipTechnical troubleshootingSaaS experienceSupport tools proficiencyCommunication skillsInterpersonal skillsConflict-resolution skills