Company Description
At Higher Logic, engagement happens here. As the industry-leading, human-focused engagement platform we deliver powerful online communities and communication tools to organizations looking to build, retain, and grow their member or customer base. We’re obsessed with engagement and, with over 13 years of experience in the industry, we’ve got it down to a science. We are a global company with offices throughout the US, Canada, and Australia. We serve more than 3,000 customers, representing over 350,000 online communities with over 200 million users across 42 countries worldwide.
Our team is a thriving community of authentic people with diverse experiences and perspectives. We are honest and genuine and believe that sharing ideas and feedback openly helps us to be successful. We believe that diversity and empathy bring us #AllTogether to make us stronger. We learn from failure and successes because both help us to grow and learn. We strive to understand the why behind our actions and bring our best selves to work every day.
JOB SUMMARY
The Manager of Customer Support is responsible for leading a team of support specialists dedicated to providing world-class customer service to Higher Logic’s customers. The role is responsible for overseeing all core people leadership functions including hiring, training, mentoring, and performance management. This individual implements customer-centric processes and systems to enhance the team’s productivity and performance. They foster strong peer-to-peer relationships and collaborate across the Customer Experience team and the company overall to continuously improve the customer experience. In addition, this person promotes an engaging and positive work environment that benefits both customers and Higher Logic employees.
EXPERIENCE DESIRED:
- Typically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degree.
- Leadership experience in a multi-channel contact center environment
- Experience training, mentoring, coaching and developing customer service teams
- Has partnered with Product and Engineering teams to prioritize feature requests and bug fixes preferably in an agile software development environment
- Has worked with customers ranging from small businesses to large enterprise organizations
SUPERVISORY RESPONSIBILITY:
- Direct personnel management and team oversight
- Inbound customer contact queues across all service channels (case, phone, chat, etc)
- Setting and achieving team and individual goals
- Defining, documenting and implementing team processes
Higher Logic is committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Higher Logic is committed to ensuring that its application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing [email protected]
Skills Required
- At least seven years providing or leading technical support in a SaaS environment (or five years plus a degree).
- Leadership experience in a multi-channel contact center environment (case, phone, chat).
- Experience training, mentoring, coaching, and developing customer service teams.
- Experience partnering with Product and Engineering to prioritize feature requests and bug fixes.
- Experience in an agile software development environment.
- Experience supporting customers ranging from small businesses to large enterprise organizations.
- Direct personnel management and team oversight, including setting and achieving team and individual goals.
- Defining, documenting, and implementing team processes.
What We Do
Higher Logic is an industry leader in cloud-based engagement platforms. Our data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities and marketing automation. From the initial web visit to renewal and ongoing engagement, we help you track and manage interactions along each stage of the digital customer experience. Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions, and stay connected. Everything we do - the tools and features in our software, our services, partnerships, best practices - drives our ultimate goal of making your organization successful.
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