ABOUT US
Founded in 2014, we offer the industry’s first and only cloud-based, fully-customizable, end-to-end software solution to automate securities-based lending from origination through the life of the loan. By combining thought leadership in suitability and risk management with industry-leading education and the latest technology, Supernova enables advisors to deliver holistic, goals-based advice and to help their clients achieve financial wellness. We partner with the industry’s largest banks, most prominent insurance companies and leading online brokerages to democratize access to securities-based lending and better the entire financial ecosystem.
JOB DESCRIPTION
We are seeking a dedicated and experienced Customer Support Manager to lead our team of Customer Support Engineers. In this role, you will ensure the delivery of high-quality service and the effective resolution of customer issues. You will also collaborate closely with other departments to improve processes and drive customer satisfaction.
RESPONSIBILITIES:
- Lead, train, and mentor a team of Customer Support Engineers, fostering a collaborative and high-performing environment.
- Designs and implements training programs for the team.
- Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.
- Monitor and analyze customer support metrics to identify trends and areas for improvement. Develop and implement strategies and processes to improve customer satisfaction.
- Ensure the team meets or exceeds service level agreements (SLAs) for response times and issue resolution.
- Collaborate with other departments to relay customer feedback and to achieve the goal of customer satisfaction.
- Act as a client advocate within the company, ensuring their needs and concerns are addressed in product development and support processes.
- Maintain comprehensive knowledge of our platform, including updates, new features, and best practices in order to provide guidance to customers.
- Conduct performance management of subordinates.
QUALIFICATIONS:
- Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
- 2+ years experience in a customer support or engineering role within a technical environment, with prior experience working with a SAAS platform.
- Excellent leadership and communication skills, with the ability to motivate and inspire a team.
- Highly organized and detail oriented.
- Strong problem-solving skills and the ability to handle escalated customer issues effectively.
- Ability to analyze data and metrics to drive decisions and improvements.
- Experience with customer support tools and software (e.g., Zendesk, Freshdesk).
- Ability to thrive in a fast-paced, dynamic environment.
OUR CORE VALUES
What the Team is Saying
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What We Do
Supernova is the technology leader in securities-based lending ("SBL") solutions that connect and empower the entire financial ecosystem. We offer the world’s first and only cloud-based, fully-customizable, end-to-end software solution to automate securities-based lending from origination through the life of the loan.
Why Work With Us
At Supernova, we're all about helping investors to achieve financial wellness. And that starts with cultivating an awesome company culture where everyone enjoys working hard and celebrating...together. We envision a world where all people have the highest probability for accomplishing their goals with the least amount of risk.
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Supernova Technology Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Employees report to the office at least 4 days a week on which ever days make most sense for them.
