Manager of Customer Support

Job Description

Job Description

HumCap's client, a SaaS company in the hospitality space, is looking for a Manager of Customer Support. The ideal candidate will have a strong technical background and be able to interact with both technical and non-technical resources. In this role, you will be expected to manage several employees, serve as a technical hands-on resource, act as the point of contact for engineering activities within the group, and manage escalations for incidents or problems. You will also be responsible for writing policies, processes, and procedures relevant to your department.

Responsibilities

• Manage all day-to-day support and operations activities for customer locations and internal infrastructure
• Lead issue management for high severity issues, including taking support escalations when needed
• Lead a team of support technicians and engineers
• Communicate incident status to the senior leadership team
• Manage the support ticket and phone queues
• Resolve customer conflicts and handle customer escalations
• Coordinate with internal teams to identify root causes of customer issues

Qualifications