Customer Support Operations Manager

Envera Systems; Sarasota (FL); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Service Manager for Remote Customer Support to lead a dynamic team dedicated to providing exceptional service. This role involves overseeing daily operations, developing strategies for customer satisfaction, and implementing processes to enhance efficiency. With a focus on collaboration across departments, you will foster a results-oriented environment while maintaining high performance standards. Join a rapidly growing company that values innovation and teamwork, where your leadership can make a significant impact in enhancing customer experiences and operational excellence.

Qualifications

• Strong leadership and team management skills are essential.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to delivering exceptional customer service.

Responsibilities

• Oversee daily operations of the customer support team.
• Develop customer service strategies to enhance satisfaction.
• Monitor support metrics and customer feedback for improvements.

Skills

Leadership and Team Management

Communication Skills

Technical Troubleshooting

Analytical and Problem-Solving

Customer Service

Process Improvement

Education

Bachelor's Degree in a related field

5+ years in technical support

3+ years in management roles

Tools

Customer Support Tools

CCTV Systems

Access Control Systems

Video Analytics

Networking Technologies

Job description

Join to apply for the Service Manager - Remote Customer Support role at Envera Systems

1 week ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Envera Systems

About the Company - Envera Systems is a rapidly growing electronic security company, with advanced AI technology and unique solutions, specializing in Community Security Solutions including virtual guarding, monitored access control, and active video monitoring. Envera Systems currently has branch offices in Sarasota, Coconut Creek, and Dunedin. We are dedicated to creating a supportive entrepreneurial work environment for talented, hard-working, team-oriented employees.

About the Role - The Service Manager - Remote Customer Support oversees the daily operations of the customer support team. This role involves leading and managing the support function to ensure clients receive exceptional service, issue resolution, and a positive experience. Responsibilities include managing technical support teams, developing customer service strategies, and implementing processes to enhance customer satisfaction, retention, and operational efficiency.

Responsibilities

1. Provide supervision and mentorship to technical support staff.
2. Foster a collaborative, results-oriented environment emphasizing customer needs and professional development.
3. Develop strong relationships with internal departments.
4. Act as the main contact for escalated and complex technical issues.
5. Participate in off-site customer meetings as needed.
6. Monitor support metrics and customer feedback to improve services.
7. Create and implement support policies, procedures, and best practices.
8. Streamline support processes to improve efficiency and response times.
9. Implement tools and technologies to support support operations.
10. Create a customer support roadmap aligned with company goals.
11. Develop initiatives to improve customer loyalty and reduce churn.
12. Maintain technical and process documentation.
13. Collaborate with product, sales, and engineering teams to address customer issues.
14. Develop proactive strategies to reduce recurring issues.
15. Identify opportunities to enhance customer experience.
16. Stay current with industry technologies and best practices.
17. Set performance standards and KPIs for the support team.
18. Promote a positive, high-performance team culture.

Qualifications

1. Strong leadership and team management skills.
2. Excellent communication and interpersonal abilities.
3. Ability to explain technical information to non-technical audiences.
4. Experience collaborating across departments to achieve goals.
5. Ability to manage multiple priorities in a fast-paced environment.
6. Commitment to delivering exceptional customer service.
7. Extensive troubleshooting and technical resolution experience.
8. Strong analytical and problem-solving skills.
9. Experience leading process improvement initiatives.
10. Knowledge of customer support tools and technologies.
11. Preferred experience in CCTV, Access Control, Video Analytics, Networking, and device programming.

Education and Experience

1. Bachelor's Degree or equivalent in a related field.
2. 5+ years in technical support or related field.
3. 3+ years in management roles.
4. 3+ years of P&L responsibility or similar financial experience.
5. Experience in a rapidly growing business.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service, Information Technology, Management

Industries

• Security and Investigations, IT Services and Consulting