Support Manager jobs in United States
cer-icon
Apply on Employer Site
company-logo

Call Box · 16 hours ago

Support Manager

positionDallas
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

Call Box is dedicated to fostering personal growth through innovative software and a supportive culture. As a Support Manager, you will lead the customer support team, ensuring users receive timely and effective support while collaborating with other departments to enhance support processes and product feedback.

Artificial Intelligence (AI)Communications InfrastructureProfessional NetworkingProfessional ServicesTelecommunications

Responsibilities

Lead and mentor a team of support agents
Monitor support metrics (CSAT, response time, resolution time, etc.) and drive continuous improvement
Develop and implement scalable support processes and workflows
Collaborate with Product, Engineering, and Customer Success to resolve issues and advocate for customer needs
Own the support knowledge base and ensure content is up-to-date and helpful
Manage support tools and systems (e.g., Zendesk or similar)
Manage escalations and ensure high-touch support for key accounts
Recruit, onboard, and train new support team members
Report on team performance and customer insights into leadership
Manage employee schedule to ensure coverage for normal operating hours and holidays

Qualification

Customer support leadershipSupport operations metricsSupport platforms experienceTechnical troubleshootingITIL knowledgeCoaching skillsAzure DevOps experienceCommunicationConflict resolutionOrganizational skillsCollaboration mindset

Required

5+ years of experience in customer support, with 2+ years in a leadership role (preferably in SaaS)
Strong understanding of support operations and metrics
Experience with support platforms and CRM tools
Excellent communication, coaching, and conflict resolution skills
Ability to thrive in a fast-paced, evolving environment
Passion for customer experience and team development
Familiarity with technical troubleshooting and APIs
Knowledge of ITIL or other support frameworks
Strong attention to detail, organizational skills, and the ability to manage multiple priorities
Clear, concise communication skills and a collaborative mindset when working across teams

Preferred

Experience with Azure DevOps is a plus

Benefits

Competitive salary package (immediate PTO)
Full benefits package
Fidelity 401k with company match
Fun perks including a monthly gym reimbursement, a monthly wellness reimbursement, and a monthly reading allowance
Weekly catered breakfast
Employee of the Month rewards
Regular company events
Bi-weekly happy hours
Opportunities for continued career growth within the organization
Fun and collaborative work environment

Company

Call Box

twittertwittertwitter
Glassdoor3.7
company-logo
Call Box offers a comprehensive solution that cultivates accountability and reduces inefficiencies in phone handling processes.
dateFounded in 1988
location
Dallas, Texas, USA
people-size51-200 employees
web-link
http://www.callbox.com/

Funding

Current Stage
Growth Stage

Leadership Team

leader-logo
Stephane Ferri
Chief Executive Officer
linkedin

Recent News

PRWeb
Call Box Releases Web Form Leads to Revolutionize Healthcare Lead Management
2023-12-10
PRWeb
Call Box Releases Call Tags, Revolutionizing Call Management and Boosting Productivity
2023-11-10
PRWeb
Call Box Announces Automotive Leader Stephane Ferri as Chief Executive Officer
2023-11-01
Company data provided by crunchbase