Manager, Customer Support

LOCATION: Fort Myers, Florida

JOB DESCRIPTION

We are looking for a Manager with a track record of Customer Support achievements, and an entrepreneurial spirit to mature and scale our customer support capability. This is an opportunity lead a Stevie Award winning team in providing world class experiences to an awesome clientele. Are you our next rockstar hire?

PRIMARY DUTIES AND RESPONSIBILITIES

Specific duties include:

  • Develop a deep technical understanding of our product, and a sound business understanding of our clientele’s industries
  • Act as primary escalation point for customer and internal stakeholders
  • Do what it takes to make sure the team meets SLAs and tracks against KPIs
  • Exercise ruthless organization skills to stay on top of competing priorities
  • Coach and mentor the team on best practices
  • Accentuate our client-centric, energetic, and collaborative culture
  • Oversee reporting responsibilities to senior management
  • Originate, refine, execute, and monitor new team initiatives – we want to hear your ideas!

REQUIREMENTS

  • Bachelor’s degree – business or technology degrees preferred
  • 3-5 years of customer service and technical support leadership experience at SaaS company preferred
  • Proven ability to multi-task between competing priorities
  • Exceptional customer service in handling difficult technical escalations
  • Expertise in team management against KPIs
  • Strong work ethic, a history of going above and beyond
  • Team player with an entrepreneurial spirit

BENEFITS

  • Start-up culture – for those looking to work hard and develop in a rewarding career with growth opportunities
  • Full health coverage
  • 401k plan with matching
  • Free lunches, snacks and drinks are abundant in our facilities, along with a large TV and ping pong table

If you are interested in joining a company where you will be valued and challenged, please email your resume to careers@fieldedge.com