Job Title: Manager, Customer Support

Location: US Based, Remote

Job Type: Full-time

About the Company 

Mid-sized companies across the globe are faced with changing internal processes and customer expectations. With limited internal IT staff and fixed budgets, delivering on these expectations can quickly become an impossible challenge.

At Performive, we specialize in partnering with growing Mid-sized companies by delivering secure, VMware-based cloud solutions with on-demand engineering resources and 24/7/365 Devoted Customer Support. To meet our customers’ needs through our VMware cloud solutions, data protection, and managed security services. With a consistent global platform to leverage, these medium-sized businesses now have access to solutions that will simplify their day-to-day operations. Our customers’ internal IT teams are now fully focused on driving innovation and business solutions in this demanding, ever-changing, technology-focused era.

We are looking to add a driven, highly motivated, and experienced Support Manager who shares our values of motivation, customer focus, and integrity to our Customer Support team. 

If you have multiple years of experience managing and developing exceptional customer support teams and a passion for continuously improving service delivery through scalable processes, you will be a great fit and we look forward to hearing from you!

As a growing, globally oriented company, we offer a relaxed work environment and great benefits. 

Job Title: Customer Support Manager - Global IT Managed Service Provider (MSP) at Performive

Overview

As the Support Manager at Performive, you will be instrumental in ensuring the operational effectiveness of our 24/7/365 Support Team. This role requires a confident leader with a strong aptitude, patience, and a proven track record of experience mentoring and developing Support teams, fostering deep customer relationships, and proactively championing customer issues and concerns.

Responsibilities

• Manage 24/7 operations, scheduling, and performance of the Performive Support team to consistently deliver exceptional customer service.
• Recruit, train, and develop high-performing global support teams comprised of remote onshore and offshore team members.
• Cultivate a positive, collaborative, customer-centric, and global team culture with effective communication and a focus on exceptional customer outcomes, accountability, and mutual respect.
• Utilize technical expertise and coaching skills to guide the resolution of complex support issues.
• Maintain performance metrics for high customer satisfaction and operational efficiency.
• Collaborate with other departments for continuous service improvement and elevated customer experience.
• Develop and implement continuous training and career development strategies.

• Promote a culture of mutual respect, accountability, honesty, and continuous improvement.
• Distill best practices for scalable service delivery, efficiency, and customer retention.
• Build and maintain alignment with internal stakeholders in pursuit of team and company goals.

How to Stand Out:

• Previous experience with ConnectWise CRM, Hudu Documentation, Bright Gauge, MSPCFO, Project Management, or Managed Services Providers.
• Technical understanding of VMware, AWS, Azure, Linux, Windows Server, DNS, or other Virtualization Platforms.
• Experience building and developing world-class Customer Support teams comprised of US-based, international, and remote engineers.

Qualifications:

• 3 years of experience managing remote 24/7/365 customer support teams, preferably for MSP or SaaS technology providers.
• Demonstrated ability to recruit, train, and lead high-performing technical support teams.
• Experience in customer satisfaction measurement and improvement strategies.
• Metrics mindset: Ability to build dashboards and use KPIs to measure success.
• Expertise in handling customer escalations and resolving complex technical issues.
• Solid understanding of knowledge management best practices (AQI, SEO, Curation).
• Proven track record of performance management through metrics tracking.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced and dynamic environment.
• Comfortable adapting to a rapidly changing business environment.

If you are passionate about customer support, have a proven track record of leadership, and possess the technical expertise to drive excellence, we invite you to apply and contribute to Performive's commitment to delivering exceptional support services.

Performive is proud to be an equal opportunity employer.