M3 · 20 hours ago
Supervisor, Support Insight/Integrations
Lawrenceville, GA
Full-time
Hybrid
Mid Level
3+ years expM3 is a company focused on delivering excellence in support services, and they are seeking a Supervisor for their Support Insight/Integrations team. This role involves leading and developing the support team to ensure operational efficiency and customer satisfaction while maintaining company standards for M3’s Insight product.
HospitalityInformation TechnologySoftware
Responsibilities
Recruit, train, and mentor support staff to foster a high-performance culture; drive accountability through performance management and coaching
Oversee daily support operations, monitor and prioritize cases, maintain accurate documentation, and conduct audits
Support
Delegate appropriate responsibilities to support staff to:
Ensure timely response to customer inquiries through the CRM and telephone support
Ensure that support cases are prioritized appropriately based on the M3 Support Policy
Ensure that support cases are categorized appropriately in the M3 CRM (ServiceCloud)
Ensure that tech support email, voice mail, and new support cases are monitored throughout support hours
Ensure that customers are informed of support case status, progress and estimated completion time throughout the support case process until each support case is completed
Ensure that all support cases are completed in a timely manner according to support case policy guidelines
Ensure maintenance of Solution Source documentation for customer reference
Review aged support cases and ensure that current notes and responses are added to the CRM
Review customer surveys and respond to each survey appropriately
Responsible for all mass communication to clients relating to system issues, enhancements, development, etc
Update the Message of the Day as needed to inform clients of pertinent information
Develop Standard Operating Procedures when necessary to deliver appropriate support to customers
Ensure that documentation is created to cover support topics, enhancement and version upgrade notices, and other customer related items as well as maintain currency of documentation
Schedule support staff and rotation of holiday coverage
Provide initial and continuous training for staff
Assist the Support Manager and Director to create annual labor budget plans and submit for approval by end of each year for the next year
Receive and reply to emails and other correspondence from M3 team members and customers
Provide suggestions for improvement of M3 procedures and software functionality
Attend all scheduled M3 meetings and conference calls
Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues
Take advantage of any continuing education, seminars, or workshops to better understand the programs and to be more knowledgeable in assisting customers
Assist customers in understanding and training on new enhancements and features of the software
Assist all other M3 team members where needed
Complete monthly audits
Author and update Standard Operating Procedures (SOPs) and Standard Work Instructions (SWI). In addition to SOPs and SWI, you will also need to be able conduct a Root Cause Analysis (RCA) and issue notifications and proper follow up for After Action Report (AAR)
Other duties as assigned
Qualification
Required
A minimum of 3 years of experience in a directly related position required
Must have strong written and verbal skills in English
Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)
Must be able to build and maintain positive business relationships with co-workers and other business contacts
Prior experience supervising others with responsibility for hiring, performance management and feedback, salary review etc
Ability to sit and/or stand for extended periods
Ability to perform work on a computer for extended periods
Ability to work in the office regularly, or pivot to working at home should emergency situations arise
Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality
Ability to lift and move light to moderate items occasionally without reasonable accommodation
Preferred
Bachelor's Degree in Business or Management highly preferred, or an equivalent combination of education and experience
Company
M3
M3 is engaged in the software development business for the hospitality industry and the software provides accounting and payroll solutions.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-08-15Private Equity
2024-08-15Acquired
Leadership Team
Allen Read
Chief Executive Officer
Parag Doshi
Chief Technology Officer
Recent News
2026-01-05
2025-07-15
Company data provided by crunchbase