Procurement Partners · 9 hours ago

Senior Manager of Customer Support

Bloomington, IL

Full-time

Remote

Senior Level

6+ years exp

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Responsibilities

Lead and scale a high-performing customer support team, providing guidance, coaching, and mentorship to ensure exceptional service delivery.

Maintain key performance indicators (KPIs) to measure the effectiveness and efficiency of the support team.

Partner with the VP of Customer Experience to develop and implement a comprehensive customer support strategy aligned with the company's overall business objectives.

Collaborate with peers to execute the long-term vision for customer satisfaction.

Implement initiatives to capture customer feedback, identify trends, and translate insights into actionable strategies.

Collaborate cross-functionally with Product and Technology teams to advocate for customer needs and contribute to product development roadmaps.

Drive continuous improvement initiatives within the support organization, leveraging data and feedback to enhance customer experience and streamline support processes.

Implement innovative solutions and technologies to optimize support operations.

Build and nurture customer relationships, serving as a key point of contact for escalated issues and critical customer concerns.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support leadershipB2B SaaS experienceCall center managementTeam managementOffshore team managementSalesforceZendeskJiraService cloud