Job Summary:

This position directs and coordinates a Customer Support Team and is responsible for the team’s performance. Position is also responsible for implementing support plans, managing daily operations and the Customer Support model.


  • Manage employee teams, drive engagement, provide ongoing communications, coach and develop staff. Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical EOS actions.
  • Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations. 
  • Recommend staff retention initiatives.
  • Manage and facilitate the corrective action process, partnering with the manager.
  • Conduct effective workforce planning and responsible for individual career development.
  • Manage annual Performance Development Process (PDP) and Merit Process.
  • Lead strategic projects within Customer Support.
  • Resolve escalated customer complaints and escalations.
  • Participate in the implementation of support plans for product integrations and company acquisitions.
  • Actively drive improvements that increase productivity and staff effectiveness. 
  • Conduct appropriate recruiting actions to ensure candidates are available for hire.
  • Participate in the implementation of new technologies that ensure our ability to meet company business goals.
  • Responsible for department service volume forecasts.
  • Drive CI Initiatives. 

  • Bachelor's degree
  • Has at least 3 years of leadership experience
  • Has customer service experience
  • Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization. M
  • Detail oriented, demonstrated project management skills and an ability to work with tight deadlines
  • Ability to multi task, prioritize and manage time effectively
  • Has knowledge on CMS, SharePoint and Microsoft Office (Word and Excel)
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Confirmed 20 hours ago. Posted 30+ days ago.

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