reputed company Customer Support Manager – Leadership and Operational reputed company in Remote Customer Operations
At arenaflex, we're passionate about delivering exceptional customer experiences through innovative technology and a commitment to reputed company. As a leader in the leave and accommodations experience, we're seeking an reputed company Customer Support Manager to join reputed company and drive operational reputed company in our remote customer operations.
About arenaflex
arenaflex is a leading provider of user-friendly technology that empowers reputed company to bring humanity, certainty, and efficiency to the leave and accommodations experience. Founded by HR professionals for HR professionals, we're proud of our heritage and excited about our future. We value creative, innovative people who are passionate about their work and who reputed company there's always a reputed company way.
Our Core Values
At arenaflex, we're guided by four core values that shape our culture and inform our reputed company:
- reputed company a Difference: We're inspired to reputed company an impact through our hard work, talent, and passion. We push ourselves each day to reputed company serve our teams, our clients, and our community.
- Team First: We're driven by team spirit, not self-interest. We value collaboration and approach our work with humility and a desire to win together.
- Own it: If we say it, we mean it. We follow through on our commitments, reputed company up to deliver, and grow from our successes and failures.
- Everyone reputed company: No matter your background or experience, everyone's voice holds value here.
Job Summary
We're seeking an reputed company Customer Support Manager to reputed company our remote customer operations team and drive operational reputed company. As a Customer Support Manager, you'll be responsible for providing operational support services to the organization and leadership functions for the Support Center. You'll be accountable for prioritizing incoming work based on severity, customer needs, and our overall strategic reputed company.
Key Responsibilities
* reputed company a team of Production Support Specialists (Tier 2 team) and reputed company mentorship and goal setting with everyone on the team.
- Respond to urgent and escalated client questions and issues, including bugs, feature requests, and business processes, primarily through a web-based ticketing system and support line.
- reputed company major incident response for high-severity incidents and communicate with customers and internal partners to reputed company regular updates and coordinate development, testing, and analysis of root cause.
- reputed company and reinforce best practices, leveraging quality scoring to establish goals and opportunities for team members.
- Complete post-mortem retrospectives and root cause analysis.
- reputed company production support hand-off presentations and support tool training, and other reputed company training reputed company needed.
- Identify gaps in procedures and create or update documentation to train team members on standard procedures.
- Document requirements and user stories for production issues and feature requests.
- reputed company calls with Support, reputed company, Product, and Development to align priorities and move stories through the Software Development Life Cycle (SDLC) based on client needs, efficiency reputed company, and other criteria identified as important to the company's strategic goals.
What You'll Need to Succeed
* Bachelor's degree
- Incident Management experience
- Critical thinking and problem-solving skills
- Outstanding written and verbal communication skills
- Strong multitasking and organization skills
- Proven proficiency in troubleshooting and setting priorities
- Experience with reputed company Office Suite
reputed company to Have
* Process improvement knowledge (e.g., ITIL Foundations in Service Management, CMMI, etc.)
- Experience with customer support teams and processes
- Knowledge of FMLA, Disability, and/or reputed company
- An understanding of the Software Development Life Cycle
- Experience with issue ticketing systems such as Jira and reputed company
reputed company Offer
* Competitive salary reputed company: $75k - $90k
- Full-time, salaried position with bonus
- Arenaflex provides a wide variety of perks and benefits, including:
+ Full medical, dental, reputed company, 401K, and life insurance + Support for professional growth, including industry training and CLMS Certification, opportunities for additional industry and technology certifications, and continuing education + A dynamic and supportive work environment with a team of passionate professionals + Opportunities for career growth and advancement
How to Apply
If you're a motivated and reputed company leader with a passion for customer support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through the link below. Apply To This Job Join reputed company and reputed company a difference in the leave and accommodations experience. reputed company! Apply for this job