Support Manager

HRM Direct Middleware Test Company; Aurora (CO); On-site; USD 70,000 - 90,000; Full time

Job summary

HRM Direct Middleware Test Company is seeking a Support Manager to lead our support team and drive exceptional customer service. You will manage a group of support specialists, shape strategies, and address escalated issues to maintain high satisfaction.

The role emphasizes cross-functional collaboration, strong communication, and ongoing improvement of support operations in a dynamic environment.

Qualifications

• Bachelor's degree or equivalent in a related field is required.
• Proven experience in a support management role is needed.
• Strong leadership and communication skills are essential.
• Experience with CRM software is a plus.

Responsibilities

• Lead a team of support specialists, including hiring, training, and performance management.
• Develop and implement support strategies to improve customer satisfaction and retention.
• Monitor performance metrics and provide regular reports to senior management.
• Resolve escalated customer issues promptly and effectively.
• Collaborate with other departments to enhance the customer experience.
• Stay current on industry best practices to optimize support operations.

Skills

Leadership

Customer service

Communication

Team management

CRM software

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

Job Summary: We are seeking a Support Manager to oversee our support team and ensure excellent customer service. The Support Manager will be responsible for managing a team of support specialists, developing and implementing support strategies, and resolving escalated customer issues.

Qualifications:

• Bachelor's degree in Business Administration, Management, or related field.
• Proven experience in a support management role.
• Excellent leadership and communication skills.
• Strong problem-solving abilities.
• Ability to work collaboratively with cross-functional teams.
• Experience with customer relationship management (CRM) software is a plus.

Responsibilities:

• Manage and lead a team of support specialists, including hiring, training, and performance management.
• Develop and implement support strategies to enhance customer satisfaction and retention.
• Monitor performance metrics and provide regular reports to senior management.
• Resolve escalated customer issues in a timely and effective manner.
• Collaborate with other departments to improve overall customer experience.
• Stay updated on industry best practices and technologies to improve support operations.