Client Care Manager
This role will lead our Customer Support team to deliver a best-in-class support experience for customers, partners, and internal stakeholders. As the Client Care Manager you will lead a talented and dedicated team of analysts to deliver on our client support strategy across all regions, tiers, and and channels, including case and chat support to our growing client base. You will work closely with our implementation, operations and development teams to provide a reliable, consistent and positive experience for our clients.
Manage the day-to-day operations of a remote and offshore analyst across multiple regions
Monitor the team’s daily activities and use analytics to help the team meet or exceed KPIs
Perform regular quality audits of tickets for customers, partners, and internal contacts to provide coaching and feedback to improve agent performance
Field internal and external escalations and engage clients with clear and concise written and verbal communication
Conduct regular 1:1s, team meetings, stand-ups, and career planning with team members
Coach, develop, and provide technical and business feedback to a team of remote employees
Be a hands-on leader and work tickets as needed to support KPIs and maintain ticket volumes
Represent bugs and enhancement requests with Engineering teams and cross-functional leadership
Create and maintain reporting and analysis in Salesforce
Monitor team metrics including CSAT, Response Time, Backlog
Manage team scheduling and shift coverage
Develop policies and procedures for the Support team including ticket handling and escalation guidelines
Update internal and external content including knowledge-base articles, team training, and process documentation
Develop technical expertise in RainFocus’ current product offerings and become an SME for team members and internal stakeholders
Adapt to innovative and evolving technology and foster a team mentality that adapts quickly to changes
Lead initiatives and special projects to meet department goals and objectives
3+ years of experience in a Technical Support role (SaaS experience preferred).
Proven work experience as a leader within a team environment
Must be available during our core business hours
Leadership and management skills supporting globally distributed teams
Strong technical background with the ability to problem solve for diverse issues in a high pressure, complex platform
Ability to provide leadership and direction to the team on technical matters
Excellent communication skills, working cross-functionally across teams