Customer Support Manager

Hybrid & Flexible Work Environment

Must be able to commute to Chanhassen, MN

*No Sponsorship Available*

KorTerra is seeking a dynamic and experienced Customer Support Manager to join our growing team. As the Customer Support Manager, your team will serve as the primary point of contact for our customers post-implementation, managing their experience with KorTerra. You will lead and develop a team of Level 1 and Level 2 support technicians, fostering their growth and ensuring they deliver exceptional service to our customers.

Essential Functions:

• Provide leadership, direction, and support to the Customer Support team.
• Manage Level 1 and Level 2 support technicians, conducting 1:1 meetings, creating training plans, and providing ongoing feedback and support to enhance their skills and performance.
• Identify and develop process improvements and support objectives to increase efficiency and productivity within the support center.
• Drive initiatives to enhance customer support by managing KorTerra's product knowledge base, refining approaches to customer service mechanisms, and exploring and adopting new technologies to optimize service delivery.
• Monitor and present weekly/biweekly reporting on department KPIs.
• Utilize existing ticket tracking and phone system software to analyze reports and identify areas of improvement.
• Develop strategies to enhance customer service quality and satisfaction based on analysis of KPI reports.
• Promote organizational and departmental goals by providing continuous customer-centric service and support.
• Coordinate with internal teams and resources to troubleshoot issues and remove obstacles, enhancing the overall customer experience.
• Participate in weekly leadership meetings and monthly department review meetings.
• Actively contribute insights and updates on team performance and customer satisfaction.

Required Qualifications:

• 4 years of customer service or account management experience within a SaaS environment.
• 2 years of management experience, particularly in leading a call center or support center team.
• Exceptional communication skills, both verbal and written, with the ability to engage effectively with executive-level leadership, customers, and team members.
• Strong organizational skills and attention to detail to effectively manage multiple tasks and priorities.
• Advanced time management skills, with the ability to prioritize effectively in a fast-paced environment.
• Self-motivated with a strong desire to succeed and drive positive outcomes in a dynamic setting.
• Proficiency in computer skills and Microsoft Office applications.
• Demonstrated commitment to customer satisfaction, including a deep understanding and appreciation for the customer experience.
• Demonstrated ability to manage, grow, and cultivate teams under your direction.
• Analytical, organizational, decision-making, problem-solving, and written and verbal communication skills required.

Preferred Qualifications:

• Bachelor's Degree in a relevant field.
• Experience utilizing reporting software for developing KPIs through metrics and analytics.
• Familiarity with Zendesk and SQL.

KorTerra is proud to be an equal opportunity employer of all qualified individuals and prohibits discrimination and harassment of any kind. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We encourage all qualified individuals to apply.

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

People with a criminal record are encouraged to apply

Application Question(s):

• Will you now or in the future require sponsorship to work in the U.S.?

Ability to Commute:

• Chanhassen, MN 55317 (Required)

Work Location: Hybrid remote in Chanhassen, MN 55317