ServiceChannel · 1 day ago
Technical Customer Support P15
United States
Full-time
Hybrid
Mid, Senior Level
$51K/yr - $86K/yr
5+ years expServiceChannel is the leading cloud-based service automation platform for facilities management, and they are seeking a Technical Customer Support professional. This role involves leading a team of Facility Coordinators, managing service delivery, and ensuring customer satisfaction through effective communication and operational excellence.
EnterpriseFacility ManagementInformation ServicesInternetSaaS
Responsibilities
Hire, train, coach, and performance-manage Facility Coordinators; conduct quality monitoring and evaluations
Set clear role definitions, goals, and timelines; maintain team schedules to ensure coverage during business hours
Foster collaboration, knowledge transfer, and process discipline; lead weekly internal operations meetings
Serve as the primary operational point of contact; lead weekly/biweekly meetings and quarterly business reviews
Proactively communicate status, risks, wins, and improvement plans; manage change requests and maintain SOPs
Ensure timely closure of inquiries via helpdesk, email, and phone; uphold professionalism in every interaction
Oversee work-order lifecycle, SLAs, and emergency response; monitor internal reporting for process adherence
Guide the team on cost controls (warranty, landlord responsibility, asset lifecycle) and approval pathways
Coordinate scheduled maintenance compliance; optimize preventive maintenance programs
Align providers to customer expectations, coach performance, and resolve escalations
Monitor KPIs for on-time response, first-time fix, quality, and cost; drive corrective action plans
Develop and present portfolio analytics and dashboards to reveal trends and opportunities; translate insights into action
Lead root-cause analysis and implement process improvements that reduce cycle times and improve customer satisfaction
Identify and mitigate operational risks; ensure compliance with customer policies and relevant regulations
Document incidents and countermeasures; communicate risk posture and remediation progress
Support budget adherence and forecasting; review spend patterns and savings opportunities
Partner with Account Management on contract obligations, renewals, and commercial considerations
Qualification
Required
5+ years in Facilities Management or related field, including 2+ years leading teams
Experience managing multi-site portfolios
Mastery of work-order management, vendor performance coaching, and SOP governance
Advanced communication skills and stakeholder management
High proficiency in Microsoft Excel and PowerPoint; strong data-driven decision-making
Ability to work remotely with occasional on-call escalation
Strong time management, organization, and problem-solving skills
Preferred
Bachelor's degree in Facilities Management, Business Administration, or related field
Experience with ServiceChannel, Salesforce, and Gainsight
Industry background in Restaurant, Hospitality, Medical/Veterinary, or Retail settings
Record of success supporting enterprise B2B SaaS products and presenting to customers
Benefits
Medical
Dental
Vision
Life and LTD insurance
HSA
401(k) retirement plan
Company
ServiceChannel
ServiceChannel is the cloud-based service automation platform for facility maintenance and repair services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$114.5MKey Investors
AccelSJF VenturesJeffrey Finkle
2021-07-12Acquired
2017-05-02Series B· $54M
2015-01-20Series Unknown· $31M
Leadership Team
Alex Aleshinskiy
Sr. Director of Engineering
Bashir Abdallah
Chief Product Officer
Recent News
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