Senior Customer Support Manager at Epicor

| San Francisco, CA
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Description & Requirements
Sr Customer Support Manager
About Us:
We're here for the hard-working businesses that keep the world turning. They're the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs and built to respond flexibly to their fast-changing reality. We accelerate every customer's ambitions, whether to grow and transform, or simply become more productive and effective. That's what makes us the essential partners for the world's most essential businesses.
About the Role:
The Sr Manager, Customer Support develops operational customer support objectives and oversees a multi-product or multinational team. Selects processes and effectiveness measurements to improve overall customer satisfaction. Proactively recommends strategy improvements to executive management.
What You'll Do:
  • Plans and directs work of a multi-product/national support team to provide appropriate and timely solutions to customers.
  • Develops strategies for diagnosing issues, better identify root cause and implement solutions.
  • Collaborates with other managers to resolve complex issues.
  • Recommends and develops company policies and best practices to ensure an effective customer support.
  • Establishes key metrics to measure an effective customer support.
  • Responsible for updating and maintaining the department's knowledge base articles and FAQs.
  • Optimizes the knowledge base articles and data input to monitor customer support and facilitate decision making.
  • Uses knowledge for industry trends and common customer issues to provide innovative solutions to customers.
  • Builds relationships with key customers to provide better solutions and improve customer satisfaction.
  • Handle on-call and internal/external escalation issues.
  • Work with vendor and partner accounts on issue resolution and new project implementation.

What You Need to Succeed:
  • Coaching and mentoring skills to lead a multi-product/national team
  • Ability to consult, lead and deliver complex operational projects involving multiple stakeholders
  • Strong knowledge of testing processes and methodologies; strong technical skills
  • Experience working with CRMs and/or issue management tool (ServiceNow)
  • SaaS or e-Commerce experience
  • 10+ years progressive experience and demonstrated success/knowledge
  • 5+ years managing and developing employees
  • 4+ years of specialized/industry experience
  • Bachelor's degree preferred.
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks

What are Epicor Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Game Room
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
Paid industry certifications

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