Manager, Customer Support
Overview
kCura is a global company with team members who are driven by our customers to build exceptional software for them to use every day. Our product, called Relativity, handles large volumes of data and helps corporations, law firms, and government agencies solve their own unique data problems.
The way we work together is centered on our core values of collaborating, communicating, pushing to exceed expectations (even our own), being humble, and having fun while we do it. We enjoy ourselves, give back, and work (and play) hard together. If this sounds like the place for you, check out the details of this position below.
As a Customer Support Manager, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The Support Manager should have intimate knowledge on all CS process and procedure. On a daily basis, the Support Manager will be responsible for monitoring the specific team’s ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner. The Support Manager will be responsible for balancing the team’s workload, reassigning tickets as needed due to PTO and scheduled trainings. The Support Manager should be organized, attentive to details, and meet all of our department goals and metrics. The Support Manager informs their Manager of issues regarding personnel, performance, client perception, and project status, and works closely with colleagues to ensure consistent, high quality service. The Support Manager is also responsible for the professional development of their reports.
Responsibilities
- Oversee team response to client questions, problems, and work requests on a daily basis
- Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
- Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis
- Manage toward Customer Support KPI’s
- Work closely and collaboratively with US teams to provide extended global support hours
- Oversee team as they provide complex responsive support to clients during normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management; early/late shifts. Minimal On-call shifts are required
- Oversee team as they complete all daily tasks and projects as requested, on-time, and with attention to detail and quality
- Provide excellent customer service using the communication methods designated by kCura
- Provide direction and apply company policies to broader team(s) or sub-department
- Translate business objectives and determines how to use resources to meet schedules and goals
- Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends
- Coach and develop employees to expand upon their technical and Relativity related skill sets.
- Develop and administer schedules and performance requirements
- Demonstrate kCura Management Competencies (Embodies Personal Learning, Builds High-Performing Teams, Aligns Goals with Strategy, Makes Effective Decisions) in daily work, and seeks opportunities to apply and enhance management skills to create sustainable success for kCura
Qualifications
Minimum Qualifications:
- At least three years effectively leading a team or department
- Ability to travel 10% of the time
Preferred Qualifications:
- Client-focused and ability to understand expectations
- Experience with Relativity is a plus, but not necessary
- Professional written and verbal communication skills
- Ability to manage multiple tasks and projects with ease
- eDiscovery/eDisclosure knowledge and industry experience is a plus, but not necessary
- Experience leading or managing a team at a call center or help desk
About Us
Our software has more than 130,000 active users in more than 40 countries from organizations including the U.S. Department of Justice and more than 190 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.
If you’re ready to grow with us, we’d love to hear from you.
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