Customer Support Manager

Bond-Pro; Tampa (FL); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading software company in Tampa, Florida, is seeking a Customer Support Manager to lead a technical support team. This remote role involves direct client support, managing complex issues, and fostering a strong team environment. Ideal candidates will have extensive experience in software support, particularly in the insurance industry, and possess excellent communication skills. The company offers competitive benefits including medical insurance and 401(k) matching.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Flexible Paid Time Off

Qualifications

• 10+ years in software technical support/client success.
• 5+ years as a software vendor supporting customers.

Responsibilities

• Lead a team of technical support analysts.
• Handle complex client concerns directly.

Skills

Analytical Skills

Customer Service Skills

Communication Skills

Team Environment Appreciation

Tools

SAP

Oracle

Job description

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Who Is Bond-Pro
Bond-Pro is a 25+ year old software company and the leader in providing enterprise software to insurance companies to manage their specialty line of Surety Bonds.

This position is open only to candidates residing in Florida, Georgia, Indiana, Ohio, Pennsylvania, and Texas. Relocation support is not available.

This is a 100% remote position.

The Role
This role will lead a small team of technical support analysts responsible for level two and level three client support. Our technical support team provides support for our software products licensed to insurance carriers and agencies.

This Role Provides

• Day-to-day organization of the support team efforts;
• Support to clients directly – this is not just a management role;
• Handling complex client concerns with seasoned customer service skills;
• Leadership by example – always leaning in.

The Successful Candidate Will Have The Following Attributes

• A quick learner – needed to learn our software and industry;
• Highly personable – strong EQ and sense of humor – able to reach a wide range of people;
• Uncommon sense;
• Strong work ethic that inspires others;
• Appreciative of a good team environment;
• Likes a small but driven company environment.

Experience And Background We Are Seeking

We seek individuals with strong analytical and customer service skills who have experience working as a software vendor resolving a wide variety of customer issues.

The successful candidate will have experience with complex ERPs (SAP, Oracle, etc.) supporting customers in both web-based and client-server environments.

Property and casualty insurance industry experience is preferred, but financial services or banking industry experience is acceptable.

Requirements

• 10+ years of experience in software technical support/client success positions;
• 5+ years of experience supporting customers as a software vendor, not just internal support;
• Recent experience supporting customers in client-server environments (crucial);
• Excellent communication and customer service skills;
• Property & Casualty Insurance industry experience (preferred).

Benefits

• Medical, Dental, Vision insurance;
• 401(k) matching;
• Flexible Paid Time Off.

About Bond-Pro

Bond-Pro’s fully integrated enterprise software suites enable Surety professionals with tools to evaluate, manage, and automate the lifecycle of Surety Bonds.

Founded in 1991 and headquartered in Tampa, Florida, Bond-Pro is the leading software automation tool for Surety professionals, focusing on developing state-of-the-art technology solutions to grow premiums and reduce risks and costs.

Learn more at www.bond-pro.com.