Senior Manager, Customer Support at BigTime Software, Inc.

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BigTime is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,000 firms worldwide and tracking over $3 billion in billable time each year.  Our flagship product is a SaaS-based system that is custom-built for the professional services industry.  BigTime is a PE-backed company based in Chicago committed to helping clients run professional teams more efficiently, unlocking potential revenue and improving profitability.

If you love what you do, and want to work in a fast-paced, entrepreneurial environment that will challenge you to do your best, then check us out! 

BigTime Software is looking to add a Senior Manager, Customer Support to our growing team.  Our Customer Support team is on the front-lines and an extremely critical part of the customer journey.  Reporting to the Chief Customer Officer, this individual will own the day to day management of the Customer Support team. The ideal candidate will be a highly motivated self-starter with experience in a fast-paced and dynamic environment, and a passion for finding and owning opportunities.

 

What you’ll be responsible for:

  • Demonstrate and lead by the highest example the BigTime Core Values, especially Respect the Customer.
  • Cultivate a highly collaborative environment where Support team members feel highly valued and encouraged to be a part of solving problems.
  • Streamline processes by always looking for ways to be more efficient and effective with systems and procedures.
  • Be a stakeholder for product development and regularly champion customer/client feature requests and escalations.
  • Review and monitor all data and trends within your function to identify product improvements that can help reduce the burden on the support team, and improve customer retention.
  • Manage day to day tier 1 and tier 2 technical support teams
  • Manage and prioritize escalations (issues and feature requests) funneled through support and success groups
  • Manage weekly, monthly and quarterly detailed reports for Senior Leadership and BOD. 
  • Hiring and Planning for support group to scale with company growth
  • Develop team KPI and weekly reporting for team 
  • Interact with leadership from Sales, success, dev/product and marketing

What experience you should have: 

  • Bachelor’s degree
  • 5-7+ years of experience Managing a Customer Support function, ideally in a tech/SaaS environment
  • Experience with Zen desk, Salesforce and JIRA
  • Experience building and leading highly collaborative customer support and/or account management teams working directly with customers or clients to ensure timely resolution of tickets/issues
  • Experience in a rapidly changing environment and the ability to adapt and generate new best practices for problem solving.

What you can expect about life at BigTime:

  • Competitive salary and bonus potential
  • Company paid benefits, including medical, dental, vision, disability and life insurance
  • 401k with company match
  • Paid Parental Leave
  • Generous time off and paid company holidays
  • Company provided latest technology & software tools
  • Weekly Lunch Credit via DoorDash and company paid DashPass (free unlimited delivery)
  • While the role is based in Chicago, we offer a Flexible Work Environment with opportunity to work remotely
  • Fresh fruit, snacks, cold brew coffee/tea, soda and La Croix
  • Great, convenient downtown / loop location (While we are still working remotely due to COVID, we feel this is worth highlighting)

 

Please, no agency or third party solicitation. 

Applicants must be authorized to work in the U.S.  BigTime Software, Inc. is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • BasecampManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We're centrally located in The Loop close to public transportation and steps away from many many restaurants.

What are BigTime Software, Inc. Perks + Benefits

BigTime Software, Inc. Benefits Overview

BigTime Software is one of the region's best companies, serving Chicagoland communities in Illinois. Our team enjoys training programs, a fantastic culture, and opportunities for advancement, which are company-wide focuses to help you grow both personally and professionally. We're interested in helping your career and adding to your resume because we know that happy employees lead to happier customers!

- Opportunities for Advancement
- Company Provided Latest Technology & Software Tools
- Great, Convenient Downtown/Loop Location
- Company Paid Benefits
- Weekly Catered Lunch and Whole Company Meeting
- Minimum of 11 Paid Holidays
- 401(k) Savings Plan with a match
- Snacks, Cold Brew, La Croix, Bubbly and More

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Our Culture Committee has four sub-committees: - Diversity and Inclusion - Community Involvement - Wellness - Social
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave: 6 weeks for bonding time and up to 6 weeks for medical leave.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted at the team's discretion.
Professional Development Benefits
Job Training & Conferences
BigTime offers employees professional development opportunities like the ability to attend job-related conferences and seminars.
Diversity Program
Lunch and learns
BigTime hosts lunch and learn meetings weekly.
Cross functional training encouraged
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