Location Requirements: Hybrid to Wayne, Naperville, or Austin. Remote candidates will be considered.
Your role on the team:
Reporting to a Senior Support Manager, the Support Manager leads a client support team responsible for helping customers answer technical support questions as well as mitigate and solve problems within the solution platform. This role will manage service delivery operations including WFM (workforce management), inbound volume across channels, initial response SLA’s, issue cycle and resolution times, customer escalations and customer satisfaction.
You can expect to:
- Create an environment that fosters trust, open communication, creative thinking & cohesive team effort.
- Motivate & inspire team members through servant leadership and by being an example.
- Provide daily direction and communication to employees so that customer interactions are handled in a timely, efficient and knowledgeable manner.
- Schedule routine 1:1 sessions with each team member to provide the following:
- Metrics and performance feedback and coaching on a regular basis to each team member.
- Write and deliver performance feedback in the performance management process (D4G) and support development efforts through feedback in the employees’ Individual Development Plan.
- Be available for employees with work and/or individual performance issues, by providing appropriate coaching, counseling, direction and resolution.
- Ensure employees have appropriate training and other resources to perform their jobs.
- Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
- Share continual responsibility for deciding how to manage the employees’, ensuring calls are handled efficiently and effectively.
- Establish work procedures and processes that support company and departmental standards, and strategic directives. Provide continual evaluation of existing processes and procedures.
- Use appropriate judgment in upward communication regarding department or employee concerns.
- Increase client satisfaction through Net Promoter Scores and Customer Satisfaction
- Understand and define the average and anticipated volume of support as well as expected individual contributions to help establish metrics for the team.
- Help drive a reduction in support volume by helping create knowledge base and drive users to available online resources.
- Research and develop pro-active customer support approaches to minimize overall customer support that is necessary.
- Guide and help manage the liaison between Client Success and Product for specific product line to represent product & client priorities and communication.
What you bring to the role:
You're a motivated self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. The ideal candidate will have exceptional customer service skills, solid technical experience, and proven experience leading a distributed customer support team at an enterprise SaaS organization
- Ability to meet key performance indicators such as first call resolution, schedule adherence, and customer satisfaction.
- Ability to review customer satisfaction results and develop improvement initiatives.
- Ability to research, analyze, develop, and recommend processes and procedures to improve the customer's overall experience.
- Ability to analyze and influence support metrics, support channels and self-service tools to measure deflection of support.
- Strong desire to coach, mentor, and retain talent.
- Ability to work self-sufficiently in a fast-paced environment.
- Ability to manage multiple clients & cases simultaneously with minimal supervision.
This role requires:
- Technical proficiency, communication and organizational skills are top strengths.
- Bachelor’s Degree or higher.
- Leverage knowledge base articles for both troubleshooting and educating clients.
- Manage a team of approximately 8-10 people; including growth and evaluation of team, PTO approvals, and management of team expenses.
- Strong verbal and written communication skills.
Who we are:
Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.
We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of “we” instead of “me.” We believe in the philosophy of servant leadership and that it’s all about putting others first. We also value the balance between family and work.
Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The perks of being a Frontliner:
Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, ESPP, and unlimited PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.
