Address
Form of work
SalaryAt Advantive, we make purpose-built software for specialty manufacturing and distribution businesses that streamline complex processes, optimize operations visibility and throughput, and drive improved quality, profitability, and revenue growth. Deeply embedded in our customers’ businesses, Advantive’s software solutions add value along the full manufacturing and distribution lifecycle.
Our customers, who include corrugated and packaging manufacturers, equipment and supply wholesale distributors, and automotive and other specialty manufacturers, benefit from our solutions that have been honed over decades in the marketplace. We know our customers’ businesses intimately and deliver software to address their needs.
Job Description
As a Support Manager, you will be responsible for leading and managing our Customer Support team. Your primary objective will be to ensure the delivery of exceptional customer service, resolve customer issues efficiently, and maintain customer satisfaction. You will also collaborate with other departments to improve processes and optimize Customer Support operations.
Responsibilities:
1. Lead and supervise a team of Customer Support representatives, providing guidance, training, and performance feedback.
2. Develop and implement support strategies, policies, and procedures to enhance customer experience and ensure efficient resolution of inquiries and complaints.
3. Monitor and analyze Customer Support metrics and KPIs to identify trends, areas for improvement, and opportunities for increased customer satisfaction.
4. Handle escalated customer issues or complex cases, ensuring prompt and satisfactory resolution.
5. Collaborate with cross-functional teams, including Sales, Product, and Operations, to identify and address customer pain points and improve overall customer experience.
6. Continuously improve support processes, workflows, and systems to streamline operations and enhance efficiency.
7. Conduct regular performance evaluations of the support team, setting goals and providing coaching and development opportunities.
8. Stay updated with industry trends, best practices, and technologies related to Customer Support and implement innovative solutions.
9. Serve as a point of contact for key customers, building and maintaining strong relationships to understand their needs and address their concerns.
10. Prepare reports and provide regular updates to senior management on support team performance, customer feedback, and improvement initiatives.
Skills & Other Requirements
Qualifications and Skills:
1. Bachelor’s degree in computer science, Communications, or a related field (or equivalent experience).
2. Proven experience in Customer Support or a similar role, with at least 3 years in a leadership or managerial position.
3. Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts.
4. Strong problem-solving and decision-making abilities, with a customer-centric mindset.
5. Ability to analyze data and leverage insights to drive process improvements.
6. Experience with Customer Support software and CRM systems like Salesforce, Zendesk.
7. Demonstrated leadership skills, including the ability to motivate and inspire a team.
8. Detail-oriented and highly organized, with the ability to multitask and prioritize work effectively.
9. Flexibility to adapt to changing priorities and work in a fast-paced environment.
10. A passion for delivering exceptional customer service.
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.
