Client Experience & Support Manager

Ministry Brands; United States; Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Robust healthcare options

Flexible PTO

401(k) matching

Paid parental leave

Mental health support

Professional development reimbursement

Employee recognition & rewards

Job summary

Ministry Brands is seeking a Manager, Support to lead a team of client support specialists, delivering technical product support to clients and end users. You will manage daily workload, ensure service quality, and address escalations to provide a superior client experience.

You will coach and develop staff, establish KPIs, and collaborate with Operations and other leaders to implement cross-functional improvements. Some after-hours and travel may be required.

Qualifications

• Bachelor’s degree or equivalent education/experience.
• 3+ years in technical support environment.
• Experience in technology preferred.
• Proficient with Office 365 apps.
• Experience with Zendesk and phone systems preferred.
• Strong leadership and communication skills.
• Ability to manage multiple tasks and deadlines.

Responsibilities

• Manage a team of support specialists and monitor responses and resolutions with clients.
• Coach Associates in regular one-on-ones and provide feedback.
• Foster a positive team culture focused on client experience.
• Assess, propose, implement KPI improvements for team performance.
• Prioritize escalation needs and prepare commentary for weekly meetings.
• Oversee QA testing and relay risks in company meetings.
• Assist product documentation and training as SME or identify SMEs.
• Contribute to hiring and performance reviews for team members.
• Collaborate with Operations and other managers on cross-functional initiatives.
• Support after-hours, weekend, and holiday coverage as needed.

Skills

Leadership

Project management

Communication

Office 365

Zendesk

Salesforce

Azure DevOps

Time management

Multi-tasking

Education

Bachelor's degree

Tools

Zendesk

PureCloud

Azure DevOps

Job description

Ministry Brands is seeking a Manager, Support to lead a team of client support specialists, delivering technical product support to clients and end users. You will manage daily workload, ensure service quality, and address escalations to provide a superior client experience.

You will coach and develop staff, establish KPIs, and collaborate with Operations and other leaders to implement cross-functional improvements. Some after-hours and travel may be required.