In coordination with the Sr. Support Manager, the Support Manager leads, develops, mentors, and manages a team of support specialists to ensure exceptional customer service is delivered to clients, while ensuring departmental goals are achieved.
Responsibilities
- Monitor departmental goals to ensure client satisfaction including staffing, volume, response times, and quality of service.
- Provide feedback, training, and coaching in real-time and one-on-one settings to increase representative performance levels.
- Respond to escalated client issues and negotiate solutions based on client needs and company policies.
- Review product changes and defects with development and provide them with client feedback to improve the overall product.
- Assign work and monitor ongoing activities/problems of team members and work with them to ensure proper follow-up and closure.
- Work with the operations team to monitor the team’s support metrics and develop plans to help reduce problem areas.
- Coordinate and conduct staff training.
- Recruit, develop, and retain individuals with skills, attitude, and experience necessary to enable the organization to meet commitments.'
- Responsible for performance feedback, reviews, and staff development for the department.
- Performs other job-related duties and responsibilities that may be assigned occasionally.
Qualifications
- BS/BA degree in a related field or equivalent experience is required.
- Minimum 2 years of support experience with Tyler software applications or 2 – 3 years of support management experience if hired externally.
- Strong desire to motivate and manage a team of support professionals.
- Excellent conflict management and resolution skills.
- Excellent interpersonal skills including verbal and written communication skills, teamwork, and customer service skills.
- A positive, professional, and team-oriented leader.
