Service Manager (Remote Customer Support)

Enverasystems; Sarasota (FL); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Manager for Remote Support to lead a dynamic customer support team. This role is pivotal in ensuring exceptional service delivery and issue resolution for clients. You will oversee technical support operations, develop effective strategies, and foster a collaborative environment that prioritizes customer needs. With a focus on continuous improvement, you will implement tools and processes that enhance operational efficiency and customer satisfaction. This is an exciting opportunity to make a significant impact in a rapidly growing electronic security firm, where innovation and teamwork are at the forefront of success.

Qualifications

• Strong leadership and team management skills are essential.
• Proven experience in troubleshooting complex technical issues.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Supervise and mentor a team of technical support resources.
• Develop customer service strategies to enhance satisfaction.
• Monitor support metrics and implement process improvements.

Skills

Leadership

Communication

Interpersonal Skills

Technical Troubleshooting

Analytical Skills

Problem-Solving

Process Improvement

Customer Service

Education

Bachelor's Degree

5+ years in Technical Support

3+ years Management Experience

Tools

Customer Support Tools

CCTV Systems

Access Control Systems

Video Analytics Systems

Job description

Envera Systems is a rapidly growing electronic security company, with advanced AI technology and unique solutions, specializing in Community Security Solutions to include 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 its talented, hard-working, team-oriented employees.

The Manager - Remote Support position manages the day to day operations of the customer support team. This position is responsible for leading and overseeing the customer support function and ensuring that clients receive exceptional service and issue resolution. This team works with customers to resolve issues while facilitating a positive experience in their time of need. This position will manage technical support teams, develop customer service strategies, and implement processes that drive customer satisfaction, retention, and operational efficiency.

Duties and Responsibilities

1. Provide direct supervision and mentorship to a team of technical support resources
2. Foster a collaborative and results-oriented environment that prioritizes customer needs, continuous learning and professional development
3. Develop strong relationships with internal departments
4. Serve as the central point of contact for escalated and complex technical incidents or process issues
5. Participate in off-site customer meetings as needed
6. Monitor and analyze support metrics and customer feedback to drive improvements
7. Develop and implement support policies, procedures, and best practices
8. Streamline support processes to enhance efficiency and reduce response times
9. Implement tools and technologies to optimize support operations
10. Create and execute a customer support roadmap aligned with company goals
11. Develop initiatives to improve customer loyalty and reduce churn
12. Oversee the creation and maintenance of comprehensive and up-to-date technical and process documentation
13. Work with product, sales, and engineering teams to address customer issues and feedback
14. Develop proactive support strategies to reduce recurring issues
15. Identify opportunities to improve customer experience and service delivery
16. Remain current on evolving technologies and industry best practices
17. Set performance standards and KPIs for the support team
18. Foster a positive and high-performance team culture

Qualifications

1. Strong leadership and team management skills
2. Excellent communication and interpersonal abilities
3. Ability to translate technical information to non-technical audiences
4. Proven experience in working collaboratively with various departments to achieve common goals
5. Ability to manage multiple priorities and tasks in a fast-paced environment
6. Capability and commitment to delivering exceptional customer service
7. Extensive experience in troubleshooting and resolving complex technical issues
8. Excellent analytical and problem-solving skills
9. Demonstrated ability to lead process improvement initiatives
10. Strong understanding of customer support tools and technologies
11. Knowledge, skills, or experience in CCTV, Access Control and Video Analytics Systems as well as Networking and device programming is preferred

Education and Experience

1. Bachelor's Degree or equivalent experience in the service business or related field
2. 5+ years relevant professional experience in a technical support or related field
3. 3+ years management experience
4. 3+ years of P&L responsibility or equivalent financial aptitude as demonstrated by prior experience
5. Experience in a rapid growth business