Job Details
**Customer Support Manager**
Support : Customer Support Anywhere, Utah Department **Support : Customer Support** Minimum Experience **Mid-level** Founded in 1999, with more than 3,400 enterprise customers worldwide, NetDocuments is dedicated to helping individuals, teams, and firms *Work Inspired.*
With NetDocuments, millions of scattered documents become one source of unified insights. Content management processes and workflows make the leap from intuitive to invisible. The full power of collective knowledge and past work becomes available wherever firms need it. And every document gets the industrys best protection against any type of threatfrom careless employees to nation state attacks.
Through the legal industrys most trusted cloud-based content services and workflow platform, complete with state-of-the-art built-in security, compliance, and governance solutions, NetDocuments offers document management, email management and collaboration technology complete with disaster recovery, enterprise search, and matter centricity features. Our 5 solutions; ORGANIZE, PROTECT, PLAN, DELIVER, and LEARN, create a structure and provide a framework that helps legal professionals *work inspired* each and every day.
Diversity & Inclusion
NetDocuments Diversity & Inclusion mission is to enrich our culture and employee experience by creating a diverse and inclusive work environment, driving cultural awareness across our workforce, and advocating for authentic engagement.
All employees will have a safe space to feel heard and valued, find connection and support with their peers, and advocate for one another across all their similarities and differences.
About the opportunity:
The Customer Support Manager is responsible for leading all aspects of day-to-day operations for their team and ensuring our customers can engage with Support to solve their challenges with our technology in an effective and efficient manner. They will be leading a team of high performing Support Engineers leveraging both reactive and proactive support strategies by constantly using data and metrics to guide their team to success. The Support Manager will lead the hiring, training, coaching, and mentoring of the Support team and be responsible for setting the standard of Service Excellence in their organization.
What your contributions will be:
* Sets the standard for the customer experience delivered by the Customer Support Team.
* Ensures that all goals such as Customer Satisfaction, Quality, Productivity, Knowledge creation, Response & Resolution times are achieved.
* Manages escalated customer accounts to successful resolution for individual and thematic issues.
* Coaches the Customer Support team to develop strong customer service skills, problem solving and analytical abilities, and continuously looks for opportunities to make the Support lifecycle process more efficient.
* Manages the development of individual team members ensuring clear expectations are set and regular feedback is provided on performance to support individual career growth.
* Suggests and implements enhancements to existing processes and workflows to improve the customer experience.
* Drives projects to successful implementation that help improve the service delivery and operations of the team.
* Relentlessly uses data to find areas of improvement
* Works closely with key departmental and project leaders across the organization.
What you will bring to the team:
* Ability to communicate effectively to both technical & non-technical audiences.
* Proven coach and mentor
* Results oriented leader
* Effective collaborator with proven process improvement skills.
* Outstanding organization and time management skills.
* Excellent communication and interpersonal skills.
* Flexible, with ability to change priorities quickly, and capacity to balance multiple tasks.
What you will need for success:
* Bachelors degree or equivalent experience
* 2+ years leading a high performing Customer Support team
* 5+ years experience in a Customer Support organization
Ideally you will have:
* Customer Support operations / management in a Salesforce Service Cloud environment
* Experience leading a Customer Support team for a technical product
* Working in a Knowledge Centered Support organization
* Knowledge of data analysis or business intelligence tools
NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment.
Location Anywhere, Utah Department Support : Customer Support Minimum Experience Mid-level