Manager, Customer Support

Comply Enterprise, Inc.; United States; Remote; USD 65,000 - 75,000; Full time

Job summary

An innovative firm is seeking a passionate Customer Support Manager to elevate their support team. This role involves mentoring representatives, managing schedules, and leading technical issue resolutions to enhance customer experience. The ideal candidate thrives in a dynamic environment and possesses strong communication skills. With opportunities for career advancement and a supportive culture, this position is perfect for someone eager to make a significant impact in the compliance technology sector. Join a team dedicated to excellence and innovation in customer support!

Benefits

Comprehensive medical, dental and vision insurance

401k with company match

Unlimited PTO

Professional Development reimbursements

Remote opportunities available

Team offsites and happy hours

Qualifications

• Experience in leading and mentoring customer support teams.
• Strong communication and organizational skills are essential.

Responsibilities

• Manage and mentor a team of Customer Support Representatives.
• Monitor team performance and customer satisfaction metrics.
• Lead on technical issues and client escalations.

Skills

Customer Support Management

Mentoring

Communication Skills

Troubleshooting

Organizational Skills

Education

Bachelor’s Degree in Finance

Bachelor’s Degree in Economics

Bachelor’s Degree in Business

Tools

Salesforce.com

MS Office

Job description

Who Are We:

We are COMPLY.

For compliance people.

We pride ourselves on being the champion for compliance professionals. We help clients navigate the ever-changing regulatory environment by merging technology, consulting, and education; We serve more than 7,000 clients globally through our solutions, and our high-growth organization has been recognized with numerous awards, including Inc. 5000, Institutional Asset Manager Awards, Private Equity Wire Awards, and the Women in Data & Technology Awards.

Come join our growing team of over 300 talented innovators working together to forge the next generation of compliance technology.

To learn more about COMPLY, visit COMPLY.com

COMPLY is looking for a driven, passionate, and empathetic Customer Support Manager to take our highly rated customer support team to the next level! In this role, you will be responsible for supporting and mentoring the team by managing schedules, monitoring team performance, and taking the lead on any technical issues or client escalations that arise. Additionally, you’ll help identify and develop the teams’ strengths to set them up for success to excel within other parts of the organization. Our ideal candidate is patient with investigating and troubleshooting to effectively resolve issues, has a “How Can I Help” mindset, and is passionate about training and leading the team to provide an exceptional customer support experience. If this sounds like you, let’s connect!

The Career Opportunity

This is an opportunity to develop your leadership qualities by helping the team set and achieve goals that are line with the company’s vision. If you excel in this role, there is potential for advancement, learning, and overall career development within the organization!

What You Will Do:

• Manage, mentor, and develop a team of passionate Customer Support Representatives to ensure they understand best practices and advanced concepts.
• Maintain the Customer Support Team Schedules (shifts, rotations, internal meetings & training sessions).
• Review and follow-up on actionable surveys, and feedback received from clients daily.
• Monitor team performance and metrics for phone volume, staffing levels and customer satisfaction to determine where process can improve through efficiencies.
• Take lead on any technical issues or client escalations that arise.
• Continue to develop your product and industry knowledge by serving as a subject matter expert and mentoring representatives who need assistance formulating solutions to the business needs of our expansive client base.
• Assist with updating and maintaining training documents.
• Provide continued education both internally and directly to clients on products to compliment platform knowledge.
• Assist with updating and maintaining training documents.
• Assist with recruiting and hiring.

Qualifications:

• Prior experience mentoring/leading and growing a Customer Support team is preferred.
• Bachelor’s Degree concentrated in Finance, Economics, or Business.
• Excellent customer-facing and communication skills, both written and verbal.
• Can independently see projects/initiatives through to completion.
• Flexible to changes in a dynamic environment.
• Exceptional organizational and time management skills.
• Superior troubleshooting, resolution, and analysis skills.
• Experience with Salesforce.com (or other CRM systems), SaaS technology, MS Office, software support is a plus!

$65,000 - $75,000 a year

The compensation range for this role is specific to the United States and takes into account a wide range of factors that are considered in making compensation decisions including, but not limited to, skill sets, training, licensure and certification, and experience. A reasonable estimate of the base salary range for this role would be $65,000-$75,000 plus applicable bonus/benefits offerings, etc as those similarly situated within the Company.

COMPLY is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.

The company offers a wide range of perks including:

- Comprehensive medical, dental and vision insurance at little to no cost starting on day one

- 401k with a company match

- Supplemental benefits at a discounted rate including home, auto and pet insurance

- Unlimited PTO

- Professional Development reimbursements

- Remote opportunities available for most positions

- Time to get together in person for company happy hours, team offsites and more

Applicants must be authorized to work for any employer in the United States. Currently, we are unable to sponsor or take over sponsorship of an employment Visa at this time.

COMPLY is aware of scammers posing as COMPLY employees and extending job offers via direct messaging, texts and social media platforms. These are fraudulent and should be treated as such. To learn more about this, please review our Statement of Fraudulent Job Offers.