Customer Support Manager

About the job

Vantaca is the leading community management system, made for Association Management Companies and used by community managers, accountants, boards, and homeowners. We are growing beyond our wildest expectations. The mobile-friendly, industry-leading software reduces costs, streamlines management workflows, increases back-office productivity, and provides full banking integration. With a nationwide presence, Vantaca was founded in and remains headquartered in Wilmington, NC.

The goal is simple, make lives easier, and in doing so, protect and preserve the immense value of our communities across the globe. We are driven by this ambition to engage and empower both clients and homeowners in a way that has never been done before. If this sounds like a mission you are ready to join, then this role is for you.

Overview

As a Manager of Customer Support, you will be responsible to lead the Tier 1 Customer Support agents in providing excellent customer service. You will also be responsible for coaching team members both in their day-to-day performance and their professional growth.

The Manager of Customer Support will assist in escalated conversations, more advanced technical troubleshooting, and monitoring the quality of the team correspondence overall. This role requires someone who is an expert in the product, able to perform advanced troubleshooting, as well as independently manage escalated scenarios as they arise at the Tier 1 level. The Manager of Customer Support will report to the Director of Customer Support, specifically around metrics, personnel, and ideas around improving efficiencies and quality of Tier 1 interactions.

Responsibilities

• Execute customer support strategies, guidance, processes, metrics, reporting and technology that enriches the customer experience and supports company growth initiatives.
• Identify customer pain points and communicate needs with appropriate internal parties within the company
• Ensure the Support team adheres to all Service Level Agreements (SLAs) with customers and prioritize tickets based on their agreements
• Coordinate implementation and communication of solutions to customers in a timely fashion
• Coach individual contributors on best practices for customer service, internal processes, and communication.
• Analyze and report on KPIs, such as CSAT and SLA attainment, to Director of Customer Support
• Develop resources and training for individual contributors.
• Collaborate with other customer facing teams to deliver excellent customer experience.
• Collaborate with our product team to provide feedback around the product through customer feedback and ticket data.
• Provide escalations regarding customer interactions.
• Innovate around improving efficiency and quality of the Tier 1 Customer Support team’s interactions with clients.
• Responsible for supervising a team of X individual contributors who are mostly remote employees.

Requirements

• Bachelor’s degree in business, computer science, or related field or equivalent experience
• 3+ years’ experience working within a SaaS software technical support function
• Strong communication skills, both written and oral, are heavily desired along with critical thinking ability.
• Strong leadership skills with the ability to prioritize and execute in a methodical and disciplined manner.
• Candidate should be detailed-oriented, process focused and can promote a results-oriented environment that leads to the overall success of the team and high customer satisfaction.
• Excellent communication skills; you can clearly communicate your results and ideas

Why You Should Join Our Team

• Named on Inc 5000 list of America’s Fastest Growing Private Companies (2021 and 2022).
• Named a Inc 5000 Vet 100 Private company multiple years in a row.
• 2021 Winner of Costal Entrepreneur Award.
• Our eNPS is +82! (Google it, that is sweet)
• Benefits: Medical, Dental, and Vision kick in day one.
• 401K with Company Match.
• Remote Flexible - come to the office when needed.
• Unlimited PTO (Required to take minimum time per year).

How we work and Where We Call Home

We trust our employees to work and execute at a high level. We have core working hours typically 10am-3pm ET, but know life comes up and flexibility is needed. Core working hours are always agreed upon with your Direct Supervisor. We work hard and make sure everyone knows the why behind the work they are doing and how it is driving Vantaca and our Clients for success.

The Wilmington area really has something for everyone. Historic Downtown Wilmington runs along the Cape Fear River and offers dozens of shops, restaurants, and live entertainment opportunities. If you want to spend some time outdoors, get some sun or go surfing or fishing, you can pick a spot along one of our beautiful beaches. All throughout the city and surrounding areas, you'll find great shopping, eateries, local breweries, and much more. Whether you're looking for country, city, or beach life - you can find it in Wilmington.

If interested, reach out to [email protected]