Senior Customer Support Manager

| Chicago

As a Senior Customer Manager at STATS you will be responsible for leading, supervising and mentoring a group of customer support technical resources that are working with clients and product related issues – whether it's answering questions, troubleshooting issues or escalating customer alerts. You will oversee and be a member of the "Best in Class" STATS support team – working to resolve customer issues and to improve customer relationships 24/7/365.

What You'll Do:

  • Oversee all aspects and resources for the global STATS 24/7/365 support team
  • Lead teams of internal resources and external partners that are responsible for consistent operation support and high availability
  • Leads with a continuous improvement mindset that consistently identifies and implements changes to improve the effectiveness and scale of the support team.
  • Manage non-urgent issues, coordinating closely with engineering, account management, technical account management
  • Continuously improve support processes to ensure customer satisfaction and oversee documentation of processes
  • Manage support side CRM tool, generate reports/dashboards for senior leadership
  • Coordinate closely with engineering, account management, technical consultants on behalf of customer issues and needs
  • Design, develop, and implement training programs to ensure the employees and customers are able to understand and interact with system and process changes
  • Provide collaborative and consultative leadership to functional business areas
  • Lead the team to participate as a subject matter expert in key projects such as release readiness programs /technology changes/upgrades
  • Deep analytical skills for review and development of quality and training program work plans
  • Partner with the leadership and management team to design, develop and implement an effective support organization operating model
  • Manage staff performance by setting performance targets and internal bench marking levels while managing a globally dispersed team effectively

What You'll Need:

  • Bachelor's degree or equivalent in a technical discipline
  • 8+ years' experience in a technical support role, with 3+ year of experience in a managerial position
  • Strong project and relationship management skills
  • An ability to efficiently and effectively solve problems
  • Excellent communications skills, both verbal and written
  • Strong organizational skills with the ability to work within a cross-functional, fast-paced team
  • Familiarity resolving complex customer issues
  • Ability to apply resource management strategies to develop efficiencies and increase productivity
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • OracleDatabases
    • RedisDatabases
    • AxureDesign
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We're in the heart of downtown Chicago, steps from the Riverwalk, bars/restaurants & cultural attractions, complete with a CTA stop in the building!

What are STATS Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Professional Development Benefits
Tuition Reimbursement

Additional Perks + Benefits

Competitive Compensation. Weekly Office Intramural Sports. Life and AD&D Insurance. 401(k) Match. Fitness Center Access and Onsite Fitness Classes. Subsidized Divvy Memberships. Company Provided Snacks.

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