Manager, Customer Support (Evening Shift)
2 weeks ago
As a 2nd shift Manager, Customer Support you will be responsible for providing Technical, Policy, and Procedural guidance to team members working over your hours of operation. The Manager, Customer Support should have intimate knowledge on all support process and procedure. Daily, the 2nd shift Support Manager is responsible for monitoring the team’s ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner. The Support Manager is responsible for balancing the team’s workload, reassigning tickets as needed due to DTO and scheduled trainings. The Support should be organized, attentive to details, and meet all department goals and metrics. The Support Manager informs their Manager of issues regarding personnel, performance, customer perception, and project status. The Support Manager works closely with colleagues to ensure consistent, high quality service. The Support Manager is also responsible for the professional development of their reports and provide coaching to team members and feedback to other Support Managers.