Manager, Global Support

The Company:
Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
 

The Role:
 

The Global Support Manager is responsible for leading technical Tier 1 and Tier 2 Support teams, driving the strategic direction of customer support, and ensuring the delivery of exceptional service to our clients. This role focuses on overseeing the operational and strategic aspects of the support department, managing escalations, and fostering strong relationships with customers to reinforce Marigold’s reputation for outstanding support services.

The Global Support Manager is key in developing team capabilities, optimizing support processes, and aligning support services with the broader business objectives to enhance customer satisfaction and loyalty. This Manager works as part of the overall Global Support Leadership team on a variety of projects, programs, cross-functional meetings/initiatives and other activities as assigned.

 What You’ll Do: 

• Oversees a support team, ensuring high-quality service and support across multiple channels, while managing team performance against key service metrics.

• Ensures support team members are equipped with the tools and knowledge necessary to deliver world class support services.

• Works closely with Product Management & SRE in on-boarding new capabilities/products into Support.

• Motivates, develops, coaches, and leads team members in adherence with established processes.

• Responsible for team operations, schedule management, and communication.

• Prepares, monitors, and reports on defined performance metrics.

• Evaluates team and individual performance by analyzing data, reviewing cases, and monitoring customer interactions.

• Leads by example in providing exceptional service, mentoring the team, and fostering an environment of accountability and excellence.

• Supports improvement initiatives on standardization of process and adoption of global best practices.

• Involvement in interviewing, hiring, and onboarding.

• Conducts staff and team members 1:1 meetings and reviews.

• Assists in the resolution of escalated situations initiated by Marigold clients and partners

• Monitors outgoing communication to clients on behalf of Marigold.

• Facilitates and maintains positive relationships with Marigold teams, clients and partners.

• Collaborates with other departments to align support services with business needs and objectives, contributing to overall customer success and product development.

Ideal Qualifications: 

• 6+ years’ minimum experience in customer support, supervisory, or equivalent experience.

• Bachelor’s degree in computer science or equivalent experience.

• Active command of the English language required. Additional languages to support managing clients local regions may be required.

Additional Qualifications:

• Experience with internet development technologies and tools (HTML, XML, Web Services, API, relational data, etc.)

• Excellent communication and interpersonal skills, with the ability to manage customer relationships and team dynamics effectively.

• Demonstrates a passion for enhancing customer experience, driving organizational success, and ensuring employee satisfaction.

• Action-oriented with strong time management, organizational, analytical, and problem-solving skills.

• Skilled in identifying and addressing the root causes of customer issues effectively.

• Collaborates effectively across functional teams, on a global scale.

• Demonstrated employee development success.

• Proven success in building and growing effective teams

• Dependable, motivated, self-starter, with the ability to direct work efforts independently

• On-call availability as needed

What We Offer:

• Competitive salary and benefits including: medical/dental/vision, life insurance

• Unlimited PTO (we call it Open Time Away), leave without pay, bereavement leave, marriage, paid parental and birthday leave

• Meal and transportation subsidy

• English program

• Employees’ Association

• Supportive work environment with flexible work hours and hybrid/work from home options