Technical Customer Support Manager (B2B)

About Constellation:

At Constellation, we’re engineering a better way forward for credit unions and fintechs. Our open development platform gives credit unions access to the latest innovations from fintechs, and fintechs access to credit union decision-makers.

With Constellation, there’s no need for workarounds to legacy technologies that can hold credit unions back. Constellation’s open digital services platform is the world’s first and only cloud-based suite of digital financial services dedicated solely to credit unions

Little wonder that we raised the most capital in credit union/CUSO history: $32.5 million, a sum that has allowed us to disrupt former barriers and give credit unions the power to not only survive but thrive. To not only compete, but win. A new way forward for today, and well into the future. That’s the promise made and kept with Constellation.

Our amazing benefits package includes paid health insurance, 401k matching, a flexible PTO policy, hands-on, cutting-edge work with the ability to make an immediate impact. We are a family-friendly company with a wonderful work-life balance.”

The Role:

The Technical Support Manager will supervise and monitor the activities of the customer support team. The role is hands-on but will include not only management of the team and their activities, but development of the team’s skills and contributions. It is expected that you will drive and track improvement across the support service, encompassing people, process and technology to produce outstanding results. The customer support team serves as the first line of support to our business customers and must be adept at intake and translation of customer issues to identify root cause and route the issue through the appropriate internal channel for resolution. The customer support team owns resolution of product configuration issues and deployment of new services for customers. It is expected that this leader will establish best practice for collaboration across teams both within the Customer Experience vertical and across the organization. They will also drive the continuous improvement of the support that we give to all stakeholders, with a strong customer focus.

Responsibilities:

• Lead, mentor and manage Customer Support team.
• Oversee delivery of customer support through monitoring and management of incoming business customer tickets
• Clear roadblocks for the team in resolving customer issues
• Report out to the organization on key success metrics and SLA's associated with customer support
• Ensure timely delivery of customer support per SLA's
• Identify and design processes and tools to enhance both the customer service experience and the ease with which service is delivered by employees (self service channel exploration, knowledge base development)
• Understand, report and advocate for Organizational and Product improvements based on trends within Support tickets
• Ensure successful resolution of customer tickets to include collaboration with the product engineering team to resolve product defects and bugs in a timely manner

Requirements:

• 7 years of Service Desk experience
• Financial Services (Bank or Credit Union) and/or Digital Banking Experience Strongly Preferred
• Ability to perform complex troubleshooting for IT infrastructure and systems
• Understanding of best practice operating procedures and when to change/update
• Strong skills around setting, communicating, implementing, and achieving business objectives and goals through the direct management of others
• Strong work planning, time management, and change management skills across multiple functional groups and departments, and strong delegation skills involving prioritizing and reprioritizing work and managing work/tickets of various size and complexity
• Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making
• Strong communication (verbal and written) and customer service skills. Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums