Manager of Customer Support

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 

Qualifications

• 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 

Additional Information

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.