Manager, Customer Support

Relativity

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Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer a hybrid work model and flexible work arrangements?

As a Customer Support Manager, you will provide technical policy and procedure guidance to your teams. On a daily basis, you will monitor the team’s ticket queues, ensuring that tickets are being scrubbed and assigned. You will balance the team’s workload, reassigning tickets because of PTO and scheduled trainings. You will inform your Manager of issues regarding personnel, performance, client perception, and project status, and works with Global teams to ensure exceptional service. You will also manage the professional development of your reports. This role reports to the Senior Customer Support Manager.

 

Your Role in Action

 

  • Oversee team response to customer incidents and requests on a daily basis
  • Follow appropriate procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer incidents and requests; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
  • Monitor assigned open tickets, contact customers, and update tickets
  • Monitor staff phone availability and make dynamic changes to schedules to meet service-level goals
  • Manage toward Customer Support Indicators
  • Work and collaboratively with US teams to provide extended global support hours
  • Oversee team as they provide complex responsive support to clients during normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management; early/late shifts – Minimal On-call shifts
  • Provide excellent customer service using the communication methods designated by Relativity
  • Provide direction and apply company policies to broader team(s) or sub-department
  • Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends
  • Develop and administer schedules and performance requirements
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    Your Skills

     

  • At least three years leading a team or department
  • Client-focused and ability to understand expectations
  • Experience managing a team at a call center or help desk
  • Experience with ITIL best practices
  • #LI-Remote

     

     

     

     

    Relativity is a team of passionate people always looking to grow and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.
    So, please come as you are. We can’t wait to meet you
    Benefit Highlights:
    Comprehensive health, dental, and vision plans
    Parental leave for primary and secondary caregivers
    Flexible work arrangements
    Two, week-long company breaks per year
    Unlimited time off
    Equity program
    Training investment program
    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
    Job Overview