FLASH is seeking a Support Services Manager with a passion for service excellence to join our growing team! The ideal candidate is member-centric and a seasoned leader who knows how to motivate and develop a team. You will be responsible for setting up goals, monitors challenges, and coaches and motivates call center team members to deliver exceptional customer service. As the Manager of Support Services, you will report directly to the VP of Client Services.

What You'll Do:

• Oversee and manage a medium to large (~40 person) support team, including 2-3 supervisors
• Implement standard reporting metrics/KPIs to drive team efficiency and provide executive visibility
• Expand utilization of existing support tools and technologies to optimize support team processes
• Develop customer self-service resources and tools to drive lower overall case volume
• Maintain a structured new hire onboarding & training program for Client Services Support team
• Develop a thorough understanding of FLASH technologies & equipment
• Serve as a leadership escalation point for high priority customer issues
• Work with cross-functional sales, training, implementation, development, and onboarding teams to identify process gaps and opportunities

What You Have:

• Bachelor's degree or equivalent experience in Business, SaaS or Haas -based organization company, or related company 
• 7+ years of technical client facing support experience
• 4+ years of proven project and team management
• Proficiency in MS Office, Salesforce, Jira Product Management Software
• Demonstrated track record of implementing and improving upon support metrics such at MTTR, CSAT, and avg. hold time
• Significant experience in technical support management, preferably in a HaaS environment
• Demonstrated ability to manage and coach large teams to facilitate team expansion and strategic process improvements.
• Experience building and maintaining support organization tool sets (ticketing, soft phone, etc…)
• Proficiency in standard support metrics and reporting
• Excellent communication skills – experience operating as a senior escalation point for customers
• Strong analytical and problem-solving skills