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Customer Support Manager
Develop and implement a QA program to ensure consistent customer support experiences.
Washington DC
Mid-Level
1 month ago
Quorum (formerly Govpredict)
The system of record for government affairs.
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✨ About The Role
- The Customer Support Manager will supervise Customer Support Associates/Advisors and hold regular 1:1 meetings with them.
- The role involves acting as a player-coach, taking on support shifts, and assisting with day-to-day operations of the support team.
- The manager will lead efforts to ensure team members specialize in at least one Quorum feature and establish customer escalation pathways.
- Regular review of customer support metrics and communication of insights to the broader customer success team is required.
- The role includes managing the ticket workflow to meet internal SLA goals and ensuring adherence to support processes.
âš¡ Requirements
- The ideal candidate has a minimum of 3 years of experience in a customer support management role at a SaaS company.
- A successful individual will take pride in creating diverse and inclusive team environments, showing concern for team members' success and well-being.
- The candidate should be adaptable to change and strive for continual improvement in processes and team dynamics.
- Strong leadership skills are essential, particularly in coaching and mentoring team members.
- The individual should have a proactive approach to problem-solving and customer engagement.
About Quorum (formerly Govpredict)
The system of record for government affairs.