What are the responsibilities and job description for the Customer Support Manager position at Points North?
The Customer Support Manager will lead a team of three to deliver exceptional product support and customer service, ensuring client satisfaction with Points North's software offerings. This role involves managing escalations, providing technical support, and contributing to the continuous improvement of customer experience processes.
What You’ll Be Doing:
Manage and develop a team of three customer support professionals, fostering their growth and performance.
Oversee day-to-day customer support activities, ensuring timely and effective resolution of client issues.
Take ownership of escalated tickets and complex technical issues, guiding them to resolution.
Manage and enforce the service ticketing process for maximum efficiency and customer satisfaction.
Develop a deep understanding of Points North's products and services to troubleshoot and resolve technical issues.
Collaborate with the product and engineering teams to address and resolve product-related challenges.
Build strong relationships with clients, acting as a trusted point of contact for their concerns and needs.
Conduct regular check-ins and feedback sessions with key clients to ensure satisfaction and proactive issue resolution.
Identify opportunities for process improvements to enhance team efficiency and customer experience.
Contribute to long-term planning for scaling the support function in alignment with organizational goals.
Work cross-functionally with internal teams, including sales, product, and engineering teams, to ensure alignment and a seamless customer experience.
Provide regular updates on customer support performance, risks, and key initiatives to senior leadership.
What We Are Looking For:
Excellent problem-solving and critical-thinking abilities.
Adaptable leadership skills with the ability to guide a team effectively in a dynamic and evolving environment.
Ability to understand and resolve technical issues related to our software offerings.
Strong communication and presentation skills, with the ability to engage effectively with all levels of management.
Organizational skills with a strong attention to detail.
Qualifications:
Bachelor’s degree or equivalent professional experience.
3 years previous experience in a SaaS client service or product support environment.
1 year previous experience in financial services, payroll, or benefits is highly preferred.
At Points North, we believe that taking care of our team is the foundation of our success. That’s why we’ve created a benefits package designed to support you both personally and professionally. We offer comprehensive medical, dental, and vision plans with 70% of employee premiums paid, to keep you and your family healthy. Our retirement savings plan, with employer matching contributions, allows you to plan for the future. Our time away programs include PTO, paid holidays, and volunteer time off so that you can take time to recharge and give back to what matters to you. Points North believes in investing in our people for the future, growth opportunities and professional development are encouraged and supported.
At Points North, you’ll find a dynamic and growth-oriented workplace where your contributions make a real impact. Ready to join our team? Apply today to take the next step in your career!
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