Customer Support Manager

We are hiring at Alliance Enterprises for an experienced Customer Support Manager to join our team in the US!

The successful candidate will have at least 3+ years of experience in a Customer Support Management role, preferably managing a technical support team.

Are you passionate about building high-performing teams and driving exceptional customer experiences? We are looking for an expert Customer Support Manager to join our team. In this role, you will play a critical role in shaping the future of our customer service experience, implementing strategies to reduce case turn-around times, enhancing customer satisfaction, and establishing sustainable procedures and documentation that will contribute to long-term success.  The ideal candidate will have strong communication and leadership skills, with experience in implementing systems, tracking key metrics, and developing staff.

Alliance Enterprises develops software solutions that make a meaningful difference in the lives of vocational counsellors and the individuals they serve. Since 1981, Alliance has led the way in delivering cutting-edge, people-centred technology backed by exceptional customer service, technical support, and the highest standards of security and data compliance. We are committed to an accessible future and empowering people with the tools they need to succeed.

Here is a little window into our company: Alliance Enterprises was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidates can be based anywhere in the US, working in a remote work model!

What your day will look like:

Operations:

• Oversee phone calls, chats, emails, and internal communications to ensure smooth workflow and coordination
• Delegate tasks to CSRs, ensure a balanced workload and prioritize daily, weekly, and monthly tasks as needed
• Manage employee time off request(s)
• Handle escalated customer issues when necessary
• Enhance customer satisfaction by applying driving initiatives to improve overall satisfaction by ensuring timely and effective resolutions, providing customer follow-up, and monitoring service quality
• Lead weekly account management meetings, providing updates on escalated cases, identifying trends, and suggesting actionable improvements to enhance customer support
• Develop internal processes and training - create clear procedures documentation and internal training programs that empower the team and ensure consistent, high-quality customer support

Staff Management and Development:

• Supervise and support a team of CSRs, monitor daily productivity to ensure high-quality customer service
• Build and lead a high-performance team.  Mentor and develop a skilled support team to meet KPIs, adhering to contractual obligations/deadlines and customer satisfaction targets, while fostering a positive and customer-centered culture
• Coach staff on best practices for handling customer inquiries, with a focus on maximizing efficiency and customer satisfaction
• Promote staff development through coaching and one-on-one meetings, and performance improvement plans (PIP)
• Conduct performance reviews, manage disciplinary actions, and uphold company policies such as attendance
• Conduct interviews and training for new employees

Tracking Metrics and Reporting:

• Strategize for Case Backlog Reduction: Develop and implement effective strategies to reduce and prevent case accumulation, focusing on achieving timely case resolution and seamless service delivery
• Prepare performance and productivity reports for leadership, identifying areas for improvement and action plans 

About You:

• A bachelor's degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence
• Typically has 3-5 years of work experience, preferably managing a technical support team; project management experience is a plus
• Proficient in Microsoft Teams, Word, Excel, JIRA Service Desk, DevOps, and other Windows-based software
• Proven leadership experience: 3-5 years managing a technical support team, with a focus on enterprise-level software or complex service environments
• Customer-Centric Approach: A track record of achieving high customer satisfaction scores and a commitment to solving customer issues thoroughly
• Strategic Mindset: Analytical and proactive in implementing performance metrics, case resolution strategies, and case backlog management
• Organizational Skills: Ability to prioritize workflow, track performance metrics, and keep accurate documentation.  Ability to implement new systems, analyze productivity metrics, and coach staff
• Fluent in English, both written and verbal, is essential
• Legally authorized to work in the US

At Alliance, we invest in people, meaning we push our employees to increase their business savvy, technical knowledge, and industry perspective. Our employees are trustworthy and care about each other and our customers; we work together to support the vocational rehabilitation industry. 

For further information about Alliance Enterprises, you can visit our website at www.allianceenterprises.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.