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Our client, a leading courier and freight management software development company, is looking for a Customer Support Manager to join their ranks at their Claremont offices. The successful candidates’ role will be to oversee the support of customers encountering problems using the company's software products. Salary is market related dependent on experience. Minimum Requirements: • Experience with Operations, Tools, Technology, and/or Integrations Support. • Proven ability to collaborate and build strong relationships with customers. • Proven ability to engage across corporate functions (Services, Product Management, Development, QA, Operations). • Strong problem solving, analytical, priority setting, facilitation and multi-tasking skills. • Excellent verbal and written communications skills and ability to effectively report up to the senior management team. • Ability to generate a sense of urgency and rally appropriate resources. • Proven ability to mentor, coach and lead a team to success. • Able to deal with the stress related to escalation impact and resolution timeframes and conflicting/competing priorities. • Passion for customer service. Desirable Requirements: • Five plus years managing a technical department in a software company. • Eight or more years of experience in a customer services role (consulting, services, support, account management). • Bachelor degree, business or technical degree preferred. • Understanding of the courier industry operations and daily needs Some Daily Tasks • Manage a Customer Support team, specializing in areas such as Operations, Integrations, Reporting, Maintenance, etc. - hiring and retaining the best software support people now and planning for future business needs. • Ensure that all customer requests/cases are addressed and responded to in a timely manner in accordance with service level agreements. • Assign incoming cases to the team, ensuring the resources assigned have the correct skill set and bandwidth to resolve the issue based on depth and severity. • Act as the escalation manager, driving problems to resolution and managing the communications • Actively monitor triggers for possible escalating situations in order to prevent potential escalations. • Develop employee training requirements and plans to ensure staff is highly proficient with our software and services. • Develop product knowledge and collaborate with internal teams (Development, Infrastructure and Implementation) on trending customer issues • Prepare team and systems for new software releases. • Uphold policies for documentation, communication, security, customer access and feedback. • Build relationships with customers, especially key or strategic customers. • Participate in and help schedule 24X7 support coverage. Kindly forward your profile to today for consideration.


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