Customer Support Manager

The company where you can make an impact and bring value.

Job Summary:

Tibersoft provides real-time analytic and data pipelines serving the foodservice industry. Our exclusive focus on collecting, mastering and delivery supply chain data for foodservice Manufacturers and Operators provides our clients with end-to-end supply chain visibility through information and analytic services.
The position manages the Customer support team which is responsible for overall support of users and our Tibersoft solutions. The position works hands-on with members of the support team as well as Client Success Managers and Engineering personnel to resolve configuration, connectivity, applications and data management problems expeditiously, minimizing customer impact. As well, proactive solutioning to reduce the recurrence of problems with standards, procedures and processes.

Job Description:

Key Responsibilities:

• Managing staff: Supervising support staff, developing performance plans, and ensuring accountability, ability to drive team to be high functioning
• Managing resources: Optimizing the team's ability to address challenges by managing resources and staff utilization
• Managing production: Ensuring production processes run at optimal levels managing day-to-day production activities, provide suggestions to Engineering team on areas needing improvement to minimize processing delays
• Providing customer service: Lending a helping hand to the team to provide excellent customer service and support, and ensure customer issues are handled efficiently
• Becoming a subject matter expert: Learning the product in depth in order to help troubleshoot production issue and provide guidance to resolve reported issues or provide insights to future development initiatives
• Collaborating with others: Working with support team, Engineering and CSM’s to identify, triage, and resolve production incidents
• Managing service level agreements: Ensuring support tickets are resolved in a timely manner
• Driving innovation: Researching best practices to drive efficiency and innovation
• Documenting Policies and Procedures: Ensure that all documentation on How To’s, Customer Contacts and all other documents are current and up-to-date
• Must be available to assist with production issues that happen off-hours or on weekends
• Position is 100% remote

Job Qualifications:

• Bachelor’s in Computer Science, IT, or a related degree
• Minimum of 5 years of experience working in a customer support role
• Minimum of 3-5 years in a management position, production support preferable
• Great verbal and written skills, strong attention to detail
•  Desire to learn all aspects of the product set.
• Ability to write SQL queries to help team troubleshoot issues
• Proven track record of implementing process changes for improved efficiency
• Track record of solving customer issues with creative technical problem solving
• Experience supporting production data pipelines in high uptime enterprise environment

Worker Type:

Regular

Number of Openings Available:

1