The Group:
The Customer Support team is committed to providing world-class support and service to our clients. It creates, maintains, and continually improves our internal service environment. We help support, troubleshoot, and communicate with clients to make sure they're able to make the most of our products.
The Role:
Our Customer Support team is seeking a Customer Support Manager to manage our US based Morningstar Direct and Morningstar Office support teams, serving our clients who leverage Morningstar's proprietary research and accounting software platforms. The team provides a central point of contact for external customers to coordinate support queries in relation to the various Morningstar platforms. The Customer Support Manager will manage a group of team leads and entry-level support representatives in a development program, as well as several senior support representatives. The manager will lead process improvement initiatives, while demonstrating and promoting strong client advocacy. The role will be based in our Chicago office.
Job Responsibilities:

• Champions our Client Service culture of performance, employee development, and process improvement.
• Manages day-to-day operations for Morningstar's Client Support teams, with the assistance of team leads, ensuring services standards are attained and Client Support Service Level Agreement's are met.
• Mentors and coaches customer support representatives and team leads, and effectively partners with the Talent & Culture organization to oversee cyclical turnover of support representatives within the development program.
• Collaborates with Morningstar's customer success, development, sales, and product teams to resolve client issues in a timely manner and to constantly improve support Standard Operating Procedures.
• Acts as the third point of contact for all escalated issues and applies a professional, timely, and proactive approach to internal and client communication.
• Works and collaborates with global support counterparts to ensure consistently high service is delivered to our clients.
• Manages relationships with internal teams to evolve and enhance the support teams' procedures and use of platform tools.
• Provides reporting on client feedback and resolution times to management, sales, data and the product group.
• Partners with leadership and Customer Support team leads to develop and monitor policies and procedures, training programs, operating structure, information flow, etc. to foster ideas on how to improve client support processes and lead any associated change implementations.
• Provides ideas on product enhancements based on client interaction.

Qualifications:

• Bachelors' degree or equivalent preferably in business, finance or related majors.
• 2-4 years of front-line client service experience required.
• 1-2 years of people management experience is preferred.
• Strong communication and presentation skills, both written and oral, with the ability to interact with clients who have sophisticated investment knowledge.
• Proactive aptitude to build effective client relationships including the ability to anticipate client needs and to enable support teams to be responsive.
• Ability to thrive in metric driven environment.
• Experience in a financial technology organization or developing and implementing new operating procedures highly desired.
• Proven ability to perform in a demanding environment together with a flexible attitude.
• Knowledge of client management process and ability to implement process improvements where required.
• Ability to build, manage and provide mentorship to entry-level employees.
• A willingness and desire to foster relationships and manage expectations of internal teams is a must.
• Understanding and previous use of Morningstar products is beneficial, but not required.

Morningstar employees are required to be fully vaccinated or submit to regular testing to work in any office. Morningstar's vaccine policy may be modified to comply with evolving legal requirements and other changing circumstances.
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