Job Description
Customer Support Supervisor – FRONTSTEPS Secure (Remote)
UNITED STATES
FRONTSTEPS – SUPPORT
FULL-TIME
FRONTSTEPS delivers a resident engagement platform that simplifies how management companies, homeowner associations, builders, and security experts build, connect, operate, and secure modern communities. With a focus on mobile-first technology and best-in-class integrations, our products make it easy for community leaders and homeowners to communicate, collaborate, and drive a more prosperous community. In short, people need to connect in various ways, and our platform makes it easier.
At FRONTSTEPS, we know that we cannot build a community-focused product without actively investing in our FRONTSTEPS people. That’s why you’re here. Our internal FRONTSTEPS community is built upon the talented people that get their hands dirty, engage in problem solving, and ultimately make our product what it is today.
POSITION OVERVIEW
The Customer Support Supervisor will be responsible for supervising the Security Support team. This individual should have strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, excellent communication skills and a track record of successfully leading people in a technical service-related support function.
ESSENTIAL FUNCTIONS
- Manage schedules and coverage during hours of operation for the support team
- Manage case queue counts for team members to ensure all client responses are being followed up on and resolved in a timely manner
- Provide performance feedback to team members as well as provide individual coaching
- Ensure team is uptrained on new processes and answer questions regarding product support
- Assign escalated cases to team members and/or assist to achieve timely resolutions
- Handle escalated client calls
- Performs other duties as requested by management
SKILLS & QUALIFICATIONS
- A bachelor’s degree in business, computer science, information systems, liberal arts, or a related field preferred but not required
- 1 – 3 years supervising a non-exempt customer-facing team that includes performance coaching, scheduling, and managing workload
- 3+ years of experience in a technical customer service/support setting, strong preference for operating in a technical space with a high degree of critical thinking and problem solving preferably in a SaaS environment
- Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames for a team
- Thoroughly understand, reproduce, and solve technical issues
- Able to handle escalated cases and customers with a high sense of urgency and follow-through.
- Passionate about continual learning and sharing knowledge
- Ability to communicate technical information to non-technical customers
- Comfortable supporting software both remotely and directly
- Strong team player who understands that proactive customer service comes first before anything else
- Ability to work cross-functionally with many people without being constrained by your job function
- Collaborative, upbeat work ethic where you can take ownership and have fun
- Demonstrated use of CRM applications
This position pays an annual salary of $55,000 – $65,000.
Benefits include the following:
· Medical, Dental, and Vision
· Company sponsored Life Insurance
· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance
· FSA/HSA
· Paid Time Off
· Sick Time
· Internet Reimbursement
· 401k match
FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.