Manger, Customer Support (Technical Pillar)

Summary

The Manager, Customer Support oversees customer support operations and helps ensure a high level of customer satisfaction. This role leads a team of customer support engineers responsible for providing technical support and issue resolution for software functionality, setup, upgrades, error messages, cloud implementations, and application usage.

The Manager, Customer Support is an integral part of the Customer Support Leadership Team and works closely with other leaders within Customer Support and Remote Consulting (CSRC) to develop processes and initiatives that advance the organization and achieve departmental goals. The role requires a passion for delivering exceptional customer service, strong leadership qualities, and a proven track record of effectively managing a support team in a fast-paced environment.

Due to the 24/7 nature of support operations, this position may require on-call coverage and additional hours as necessary.

Primary Duties and Responsibilities

• Leads an assigned group of engineers, inspiring the team to meet or exceed departmental goals.

• Conducts regular performance evaluations, provides constructive feedback, and facilitates professional development opportunities for team members.

• Monitors departmental metrics such as response time, resolution time, and customer satisfaction scores, identifies areas for improvement, and implements corrective actions as needed.

• Performs queue reviews to manage issues within SLA timeframes.

• Responds to escalated issues from customers and internal groups.

• Identifies opportunities for automation, process improvement, and security.

• Ensures engineers complete standard compliance documentation and configuration checklists.

• Holds weekly meetings with the support team and performs triage as necessary.

• Collaborates with interdepartmental teams to address customer enquiries, resolve issues, and ensure a seamless customer experience.

• Stays up to date on industry trends, best practices, and emerging technologies in customer support to continuously enhance support processes and capabilities.

Required Education and Experience

• Bachelor’s degree in a technology-related field or equivalent work experience.

• 5+ years of Software Support Helpdesk experience or experience in a Level 2 or Level 3 IT support environment, with 2+ years in a Team Lead or supervisory capacity.

• Experience solving business and technical process challenges.

• Experience documenting best practices and procedures in an IT knowledge base.

Preferred Education and Experience

• Experience leading a fully remote team of Customer Support professionals.

• Track record of identifying and implementing innovative solutions and process improvements.

• Experience adapting to industry best practices and emerging technologies.

Knowledge, Skills, and Abilities

• Strong leadership skills with the ability to motivate, mentor, and empower a team of individual contributors to achieve departmental goals and objectives.

• Proficiency in customer support methodologies, best practices, and tools, such as ticketing systems and knowledge base management.

• Familiarity with technical concepts, enabling effective communication and troubleshooting with both customers and internal teams.

• Ability to analyse customer support data and metrics to identify trends, performance gaps, and areas for improvement.

• Ability to communicate technical information and complex concepts effectively in a clear and concise manner to diverse audiences.

• Proven problem-solving skills with the ability to quickly assess situations, identify root causes, and implement effective solutions to resolve customer issues and improve support processes.

• Strong collaborative skills with the ability to work cross-functionally to address customer needs and enhance the customer experience.

• Strong conflict resolution skills with the ability to address and resolve customer complaints, conflicts, and escalations.

• Ability to foster a positive and inclusive team culture, promote collaboration, and build a cohesive and high-performing team.

Supervisory Responsibilities

This position is responsible for overseeing a team of customer support engineers.

Travel

Travel Requirement: Travel as needed, estimated at 10%.

Benefits at OneStream
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:

• Excellent Medical Plan
• Dental & Vision Insurance
• Life Insurance
• Short & Long Term Disability
• Vacation Time
• Paid Holidays
• Professional Development
• Retirement Plan