Job type full-time
Full job description
Philadelphia, pa - philadelphia, pa
Optional work from home
The customer support desk manager is a team lead and manages customer support operations for the lms division of cadmiumYou will be responsible ensuring a high-quality customer support experience for administrative end-users of the cadmium learning management systems.
If youre outgoing and excited about working with customer, staff and technology in a fast-moving saas software company this is the job for you!
Manage all support desk operations, including ticketing and phone-based support cases
Proactively evaluate current processes and systems and suggest improvements
Collect and report key support performance metrics to drive efficiency and customer success
Collaborate with the product, training, and onboarding teams to improve the product and customer experience
Duties and responsibilities:
Hire and coach support specialists, support developers, business analysts and web designersPredict staffing needs based on growth to ensure appropriate coverage.
Ensure the timely resolution of support tickets and customer escalations
Serve as an escalation point to ensure that support cases are managed to completion and communicated effectively.
Communicate directly and proactively with customers to build relationships, proactively identify potential problems, implement resolutions
Research, design and implement process improvementsPerform root cause analysis to drive the appropriate course of action
Identify and drive development of missing or outdated support resources and documentation and oversee appropriate updates.
Ensure that customer slas are met or exceeded
Bachelors degree in business or information technology
5+ years of experience with saas products in qa, support, or other hands-on roles.
3+ years of supervisory experience
Ability to discover and analyze issues based on qualitative and quantitative data and develop response plans
Ability to quickly understand technical products and explain concepts to non-technical audiences
Ability to coach and mentor a support team
Experience with data collection and reporting technologies and concepts
Ability to interact with customers of all levels and industry backgrounds, from executives to administrative staff
Ability to create meaningful customer relationships and to manage and set customer expectations.
Ability to manage customer escalations and negotiate resolution
Ability to influence and persuade
Ability to identify at risk accounts and work with customer success managers to lower risk levels
Ability to identify customers in need of additional services and help professional services and customer success managers drive the sale of additional services.
Equal opportunity employer