Technical Customer Support Manager

The Role- Technical Customer Support Manager

We are seeking an experienced and customer-focused individual to join our team as a Technical Customer Support Manager. The ideal candidate will have a strong background in Customer Service Team Management, SaaS (Software as a Service), and a passion for delivering exceptional customer experiences. As a Technical Customer Support Manager, you will play a pivotal role in ensuring our customers receive timely assistance and resolution to their inquiries and technical issues.

The Technical Customer Support Manager is critical in outlining and achieving how customers perceive the company while driving high customer satisfaction and retention.

The successful candidate will be a growth-oriented manager who can recruit, hire, train, and build a high-performing Customer Support Team and prioritize their team members’ development. They will be accountable for leading a high-performing Customer Support team to deliver world-class service, an engaging environment for employees, and value to customers. Our Customer Support organization is multi-dimensional: running across many business lines, in-person events and training, software and digital products, and more. In addition to its multidimensional nature, it serves clients across many languages in the US and internationally. The Technical Customer Support Manager will be adept at strategizing and guiding support efforts across numerous touch points and for various categories of end users.

This position is also accountable for creating a positive culture while overseeing the development, implementation, enhancement, improvement, and support of Customer Support processes, systems, technologies, and strategies. The ability to work effectively with others is critical, as extensive collaboration with EOSW personnel, Professional EOS Implementers, and end-user customers is required. The goal is to deliver an excellent customer service experience, respond efficiently to customer inquiries, and maintain and promote high customer satisfaction.

Will report directly to EOS Worldwide’s Head of Customer Success.

Job Duties and Responsibilities: 

• Team Growth:
  • Develop a strategic approach to building a Customer Support team that also includes accountability toward customer satisfaction and retention.
  • Create and evolve staffing, resource, and infrastructure plans to prioritize customer success.
• Team Leadership:
  • Lead and mentor a team of customer support representatives to deliver high-quality service.
  • Set clear performance objectives and provide ongoing feedback and coaching to team members.
  • Foster a positive and collaborative work environment that encourages teamwork and professional growth.
• Customer Engagement:
  • Oversee the day-to-day operations of the customer support team, including ticket management, escalations, and service level agreements (SLAs).
  • Serve as the primary point of contact for escalated customer issues, ensuring prompt resolution and customer satisfaction.
  • Proactively engage with customers to gather feedback, identify pain points, and advocate for product enhancements or process improvements.
  • Drive customer satisfaction, engagement, and retention!
• Process Improvement:
  • Analyze support metrics and KPIs to identify trends and areas for improvement.
  • Develop and implement strategies to optimize the efficiency and effectiveness of the customer support operation.
  • Work cross-functionally with product development, sales, and other teams to address systemic issues and drive continuous improvement.
• Product Expertise:
  • Develop a deep understanding of our product suite, which includes Franchise, Events, Rocket Fuel, Warm Leads, and EOS One (Saas), including all features and benefits.
  • Stay informed about industry trends and best practices in customer support and SaaS technology.
  • Provide ongoing training and knowledge sharing to the support team to ensure they can effectively address customer inquiries.
• Documentation and Knowledge Management:
  • Maintain a comprehensive knowledge base of support articles, FAQs, and troubleshooting guides.
  • Ensure documentation is accurate, up-to-date, and easily accessible to both customers and internal stakeholders.
  • Champion a culture of knowledge sharing and collaboration within the support team.

Skills and Qualifications:

• Must share EOS Worldwide’s Vision and Core Values
• 5+ years of experience leading and managing a Customer Service/Support team
• 3+ years of direct experience using the Salesforce Service Cloud platform
• 3+ years of direct and recent experience with SaaS customer support
• Experience building a customer service department
• Excellent and highly professional interpersonal skills – in person, via video conference, and by phone 
• Strong verbal and written communication skills
• Obsesses about serving stakeholders well; exhibits exceedingly high-quality standards
• Take the initiative to propose solutions & improve processes
• Technologically proficient, GSuite, Salesforce, Asana, etc.
• Bachelor’s degree required

Additional Preferred Qualifications:

• Experience in a remote working environment
• Experience working in a company running on EOS is a plus
• Fluency in additional languages is a plus

Location: Work from home position with occasional work travel and on-site collaborative meetings as needed/SE Michigan

Job Type: Full-time, Exempt

Compensation Range: $80,000- $95,000 base salary with the potential for a merit-based bonus plus tech stipend, health, dental and vision benefits, life insurance, flex-time, PTO and more!

EOS Worldwide accepts applications on an ongoing basis, until the position is filled.

If you are a California resident applying for this position, you can review our EOS Worldwide California Applicant Privacy Notice here EOS Worldwide California Applicant Privacy