Remote Software Support Manager Job in Greater Phoenix CATALIS

Who you are

• Bachelor's degree preferred
• Minimum 5 years of technical support experience; 3+ years of experience as a team lead preferred
• Strong technical background
• Experience with Windows Server, SQL Databases, and Azure preferred
• Excellent growth performance track record and employee management skills
• Experience building process and programs
• Deep customer service process knowledge and history of successful installation of process
• Background in a fast-paced technology environment is necessary
• Ability to develop and maintain strong working relationships with all levels of staff, customers, and partners
• Strong administrative, management and personnel recruitment and retainment skills
• Demonstrated comfort making decisions in a fast-paced environment
• Adaptable to change and helping others through change management practices

What the job involves

• Lead multi-site customer service organization, including day to day leadership, talent management, and staffing.
• Support the Operations teams by providing process improvement, measurement, tracking and analytics of support analyst relevant to their functional areas.
• Refine customer services processes, build and deliver analysis and reports on customer service performance with reporting and dashboards.
• Drive increased productivity by leading process changes and refinement.
• Track and analyze key customer success metrics for use in internal and external review processes
• Own the end-to-end process of tracking the customer service metrics and delivering regular insights to the business; define and deliver techniques to improve customer service performance.
• Assist with on-boarding and training new talent.
• Maintain regular check-ins with the Sr. Director of Customer Support.
• Be customer-centric.
• Assist with Customer Escalations.