The Manager of Customer Support is responsible for maintaining effective customer support delivery for Revalize customers and partners by utilizing in-depth knowledge of company products, leveraging support best practices, and optimizing customer self-service. You will manage support personnel across multiple product areas and ensure team members are following the appropriate processes, procedures, policies, and service level agreements utilizing Revalize’s systems.

Responsibilities

Directly manage a team of individual contributors delivering support to Revalize customers and partners
Monitor key performance metrics (KPIs) pertinent to the effective and efficient operation of the department to ensure on-time support delivery and customer satisfaction
Set, monitor, and evolve individual contributor performance standards to meet our support service goals
Coach team members to achieve high performance
Contribute to the ongoing evolution of Customer Support as the business grows
Assist in defining the training agenda for team members, including new hire onboarding, continuing product education, product cross-training, and certification programs
Provide cross-functional feedback regarding the impact of product issue trends, defects, system stability, feature functionality, product usage trends, and overall satisfaction
Drive cross-functional engagement to ensure customers have accurate and timely information on issue status
Act as a primary escalation point for customers and internal stakeholders
Meet with key customers, either solo as part of a team, as needed
Participate in capacity forecasting and implement productivity programs for direct reports
Participate in carrying out Knowledge-Centered Support and other self-service programs
Make employment decisions
Occasional travel may be required

Bachelor’s degree or equivalent experience
3 year of experience leading teams in delivering support to customers and partners
Proficiency in German and English (spoken and written)
Experience working with remote team members in multiple geographies and time zones

Preferred Qualifications

Demonstrated ability to prioritize and simultaneously manage complex tasks to completion
Demonstrated advanced communication skills, including both excellent verbal and precise written abilities
Demonstrated skills and persistence necessary to overcome challenges and meet objectives
Demonstrated experience of working constructively in a fast-paced, collaborative, and matrixed team environment
Working understanding of Knowledge-Centered Support concepts and demonstrated understanding of self-service strategies
5 years of experience managing software support teams
Experience with acquisition integrations
Experience working in a PE-backed environment

All your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application.

Revalize designates standard working hours as 8:00 am to 5:00 pm Eastern Time (ET) for employees based in the United States and 08:00 to 17:00 Central European Time (CET) for employees operating within the EMEA region.

Qualified applicants will be asked to complete a 30 minute online pre-employment assessment as part of the recruitment process.

Manager of Customer Support

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