Employer: CivicPlus
Description
CivicPlus provides SaaS products to help local governments positively engage with their community members. We’re eight products strong and growing.
The Manager of Technical Support is responsible for leading a team responsible for providing technical support for all CivicPlus software solutions. This role acts as a liaison between our clients and the company to advocate customer needs and report feedback that drives future product development and quality of service. The Manager of Technical Support is passionate about customer service experience and is in constant pursuit of improving internal processes, uncovering new efficiencies, and ensuring productivity targets are achieved.
About the role:
- Recruit, manage, and mentor a team of Technical Support Specialists
- Improve customer service quality and efficiency results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes
- Develop, approve, and execute against the financial plan for assigned team and deliver any revisions or changes to budget in partnership with the Director of Technical Support
- Ensure that the Technical Support team provides the highest-level-of-service ensuring client confidence
- Manage escalated tickets and mediate client relations with Client Success Team, as necessary
- Proactively work with other managers and executives in strategic planning and implementation of policies and procedures that improve service levels and efficiencies
- Work with Product Strategy and Engineering to prioritize plans to solve client reported defects
- Analyze and present future technology trends that may benefit the department and the company’s growth
Experience & Skills we value:*
- Strong written and verbal communication skills
- Customer-oriented and able to interact with customers effectively
- Manage and prioritize multiple tasks
- Excellent problem-solving and organizational skills
- Strong technical and analytical skills
- Experience working in a high-tech, software, or SaaS company (Preferred)
- Previous management experience in a customer-focused organization (Preferred)
*Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please don’t hesitate to apply even if you don’t meet 100% of the listed requirements!
About CivicPlus:
CivicPlus employees reside in over 45 states – building software solutions used by 7,500 local governments. Our employees perform interesting and challenging work which helps make an impact in communities across America (we’re purpose-driven).
CivicPlus recognizes and trusts that you know how you work best. You choose whether to work remotely or from one of our offices in KS, OR, FL, MA, or CT (per local health safety guidance).
As an adopter of remote work options prior to Covid, CivicPlus still recognizes the importance of collaboration (we’re team-players). We invest in opportunities to build employee connections and accelerate belonging. In addition to our Red Carpet rollout and Buddy system during onboarding, we have active committees in which you can directly participate or enjoy the activities they arrange including: Community Engagement (philanthropic), ERG (employee resource groups), DEIB (Diversity Equity Inclusion & Belonging), and Great Work Place (plan fun virtual & in-person events).