Apply on Employer Site

FieldStack · 6 hours ago

Support Manager

South Portland, ME

Full-time

Hybrid

Mid, Senior Level

3+ years exp

FieldStack is a company focused on simplifying technology for retailers to enhance customer experiences and optimize business operations. They are seeking a Support Manager to lead their Client Success support team, ensuring exceptional client experiences through effective team leadership and operational excellence.

AnalyticsConsultingPoint of SaleRetail TechnologySoftware

Responsibilities

Lead, mentor, and develop a team of Technical Support Engineers and Analysts

Conduct regular staff check-ins, performance reviews, and career development planning

Create and execute training programs to continuously elevate team capabilities

Interview, hire, and onboard new team members

Foster a collaborative, supportive team culture aligned with FieldStack values

Serve as the primary escalation point for complex client issues and sensitive situations

Master the art of de-escalation, turning frustrated clients into advocates

Build and maintain strong relationships with key client stakeholders

Ensure clear, empathetic communication throughout the resolution process

Act as the voice of the client to internal teams and product development

Design and implement systematic approaches to support operations

Monitor and analyze key metrics (response time, resolution time, client satisfaction, team performance)

Create and maintain comprehensive documentation and knowledge bases

Establish and refine escalation procedures and service level agreements

Drive continuous improvement initiatives based on data and client feedback

Manage support ticket workflows and ensure efficient case routing

Balance day-to-day operations with long-term strategic planning

Collaborate closely with Account Management, Product, Development, and Sales teams

Provide insights and recommendations to improve product functionality based on client feedback

Contribute to department goals and organizational objectives

Participate in client success planning and account management activities

Qualification

Escalation ManagementClient Relationship ManagementTeam LeadershipSaaS ExperienceSQL CommandsAnalytical SkillsRetail ExperienceCommunication SkillsOrganizational SkillsProblem-Solving SkillsTime Management