Neon One was founded with the mission of becoming the most comprehensive and authentic technology ecosystem for nonprofits. As a Technical Support Manager for Neon One, you will have the opportunity to be a part of a growing team focused on making sure our nonprofit customers continue to receive the best support for our software products. We have offices in Chicago, Denver, Los Angeles and Portland and you will be collaborating extensively with those teams, with direct management over the Chicago support team.

As the Technical Support Manager for Neon One you will have responsibility for establishing accountability and priorities for the team, procedures for 3rd party software integrations in the NeonOne Ecosystem and in the partner network, and managing a major transition to Salesforce Service Cloud in the near future. You will communicate practical direction to the technical support team. As a part of this role you will collaborate heavily with our Client Success Managers, Professional Services team, and product as we roll out and release new features to customers for NeonCRM and across Neon One.  

Essential Functions

• Define, implement and distribute standard support metrics to ensure consistency, accuracy and to direct business decisions related to technical support
• Manage escalations from customers, and internal teams such as senior technical support, client success managers & professional services, related to NeonCRM & Neon Pay, and integration partners
• Work with team to develop professional development opportunities, training, and coaching
• Collaborate across the business with department leaders to ensure the best customer experience
• Focus on the highest level of customer satisfaction and provide any feedback for improving customer user experience in a structured way
• Assessing team structure and integration opportunities to provide customers more seamless support across Neon One
• Oversee knowledge base updates performed by Technical Support team members and documentation related to Neon Pay. Collaborate with Neon One internal trainer to ensure the highest quality support guides are available
• Evaluate, recommend, and implement technology to provide a more streamlined experience for technical support systems and Salesforce

Required Qualifications

• Bachelor’s degree in a related technical field
• Service Cloud experience preferred or similar system such as Zendesk
• 3+ years of management experience leading teams
• Proven ability to effectively prioritize and escalate customer issues and rapidly resolve them
• Able to work effectively with cross-functional stakeholders to ensure consideration is given to high impact support trends and customer usage feedback on the products
• Ability to implement efficiencies and process improvements to the customer support experience
• Ensure that support readiness requirements are met for new products and that the support staff are well trained and informed on the company’s products and services.

Competencies

• Manage people effectively to adhere to SLAs
• Expertise in technical support systems such as Service Cloud, Zendesk, particularly around system conversions and combining multiple systems
• Good escalation management skills
• Data analysis and support metrics
• Experience managing 3rd party integrations 
• Translating complex technical concepts into everyday language
• Familiarity with Atlassian products such as JIRA & Confluence

About Us

• 80% of our team comes from a nonprofit background, and we’re driven to help our clients make a difference in the world 
• Collaborative office environment that welcomes fresh ideas and allows you to make an impact
• Great company culture 
• INC. 5000 List of America's Fastest-Growing Companies for three consecutive years
• Benefits include health/dental insurance, vacations, sick days, family leave, 401k with company match, pre-tax transit benefit program
• Casual work environment, weekly staff social hour, regular company outings, and a convenient Ravenswood location with parking and close to public transit (CTA Brown & Metra UP-N Lines)