Customer Technical Support Manager
Required Skills & Experience
-3+ years of managerial experience over a technical customer support team
-Proven tenure and experience growing with a company
-Experience building or enhancing KPIs, technology, and operational processes
-Experience managing budgets and P&L
-Experience supporting B2B clients for recurring technical hardware and software services
-Strong leadership and focus on customer satisfaction score (CSAT)
Nice to Have Skills & Experience
-Experience with CCTV, Access Control or Video Analytic Systems
Job Description
Insight Global's client in Sarasota, FL is looking to hire a Customer Support Manager as a new addition to help manage their growing business and teams. This person will be responsible for providing direct supervision and mentorship to a team of technical and customer support individuals. They will be expanding the team as the company continues to grow and will lead technology and process decisions to continually improve the customer journey. This is an on-site position in Sarasota, FL with a budgeted salary between $80-100k based on experience. Please apply if you're interested!
Duties and Responsibilities
-Provide direct supervision and mentorship to a team of technical support resources
-Foster a collaborative and results-oriented environment that prioritizes customer needs, continuous learning and professional development
-Serve as the central point of contact for escalated and complex technical incidents or process issues
-Develop, monitor and analyze support metrics and customer feedback to drive improvements
-Develop and implement support policies, procedures, and best practices
-Streamline support processes to enhance efficiency and reduce response times
-Implement tools and technologies to optimize support operations
Consumer Services
Management and Customer Service
Full-time