Product Support Supervisor

Job Description: 

We are looking for a Tier II Support Services Supervisor to focus on our Support Services Tier II department for our Fitness North America Software products. This role will supervise a team of Tier II Support Services Specialists. Our expanding company is looking for a talented and driven individual who can leverage their skills to make a huge impact on our business.
The Tier II Support Services Supervisor role is a leadership position within the Client Services department. The Supervisor is responsible for agent coaching and feedback, client escalations, and focusing on our Tier II agents’ day-to-day activities utilizing dashboards and reporting via Salesforce (Incident management software). The Supervisor will be key in deploying new technology and processes to produce maximum value for our customers. This position will report to the Senior Support Services Manager. You are an experienced Support and people leader who has experience owning the performance of functions in software or B2B organizations (preferably in a subscription-based or service-oriented industry). You are passionate about the Customer Experience and have leveraged technology, implemented innovative ideas, and influenced necessary workflows to ensure that customers consistently have a delightful experience each and every time they interact with your team. You have a can-do attitude and are willing to roll up your sleeves to tactically execute. You can work in whitespace and build from scratch. You possess a genuine desire to mentor team members, share your knowledge and industry best practices, and to create an environment where people are energized, motivated, and want to grow their careers. Responsibilities:
● Execute existing processes and monitor Key Performance Indicators (KPIs) and dashboards to manage key business processes.
● Provide input to refine processes and standard operating procedures (SOPs) for Tier II Support Specialists.
● Provide feedback on training strategies, training materials, and deliver up-training to staff to ensure competency and proficiency in the application of Support Services duties (e.g., domain, competency based, system).
● Leverage systems and reports to capture, monitor, and make decisions on service metrics, including any customer feedback or trends in product or service issues.
● Manage risk to ongoing operations of Fitness North America and its customers by responding to and managing issues arising during the normal course of business.
● Provide backfill capacity for support when staffing needs arise.
● Mentoring, training, and coaching team members.
● Serve as an escalation point for clients and staff members when issues arise.
● Completion or escalation of cases within SLA
○ Problem solving, and promptly escalating issues which affect product delivery and quality and reporting to the Senior Support Services Manager.
○ Ensure regular and consistent communication to customers on cases.
○ Identify cases at risk or causing significant impact and formulating strategies to manage them, while notifying the Senior Support Services Manager.
● Work with Tier II Support team on complex cases or cases with significant issues and take ownership of cases if required due to knowledge or customer management.
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Take responsibility for more complex incidents that are IT related.
● Writing progress reports and providing regular feedback to Senior Support Services Manager.
● Project management of key issues which have been escalated internally, calling stand ups with the relevant stake holders when needed.
● Provide detailed analysis and feedback on cases to the Senior Support Services Manager when required.
● Oversee escalation of cases to Product and Development which will require the ability to accurately identify and clearly provide detail of an issue, priority, and impact.
● Ensure all Tier II Support Specialists are escalating cases with all key details as agreed in the escalation process.
○ Provide feedback to the team if areas are identified as lacking or not clear.
● Provide the Senior Support Services Manager, the Tier II team, and other departments written or verbal communication to establish expectations, communicate updates, and delegate tasks to different team members or departments, while building strong working relationships.
● Coaching and motivating team.
● Providing technical support to the Tier II support team and other departments when needed.
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Use knowledge and skills to resolve complaints and record and escalate any complaints that cannot be resolved to Customer Success Managers and/or Senior Support Services Manager.
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Management of the Tier II knowledge base and training sessions
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Ensuring Tier II team members are writing up documentation and notating cases appropriately.
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Team review/ training documents created.
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Filing of documentation in main location for support to access.
Skills and Experience Desired:
• 3+ years leading a distributed multi-channel support team consisting of both technical and soft-skilled teams professionals.
• 3+ years of experience designing, implementing, rolling out multi-channel (e.g. phone, chat, email) and operating communication initiatives.
• 3+ years operational experience with CRM or similar software platforms.
• 3+ years prior experience working with business platforms like Salesforce and/or Zendesk, as well as excellent MS Office skills.
• 2+ years’ training material, training program development and delivery experience for internal audiences and customers.
• Extremely strong data management skills and an ability to synthesize large amounts of data into key points for the executive team.
• Strategic thinker who can strategize, implement, improve, and manage both new and existing ideas and tactics.
• Detail-oriented, data driven, creative, high-energy leader with the ability to inspire others.
• Passionate about inspiring and coaching others.
• Critical thinking and problem-solving abilities.
• Excellent communication skills, both verbal and written.
• Computer literacy and familiarity with basic website and email technologies.
• Excellent organizational, time management and prioritization skills.
• Quality, on time delivery of tasks and/or projects.
• Thrive on delivering excellent customer experience.
• Good reasoning, listening skills and common sense to extract key points quickly.
• Enjoys problem solving.
• A methodical approach to incident management.
• Ability to work under pressure while maintaining professionalism.
• Previous Help Desk, Application Support and/or IT support experience. Compensation: The target annual rate for this role is $53k – $57k for Denver and most remote locations. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.