Job Description
Title: Support Manager
Location: Pennsylvania
Remote, PA
Overview:
Frontline Education is the leading provider of school administration software, empowering strategic K-12 leaders with the right tools, data and insights to proactively manage human capital, business operations and special education. Educational organizations representing over 80,000 schools and millions of educators, administrators and support personnel have partnered with Frontline Education in their efforts to develop the next generation of learners. Frontline is dedicated to driving engagement across K-12 school systems and supporting the continuous improvement of employee effectiveness and efficiency with solutions for proactive recruiting and hiring, absence and time, professional growth, student information systems, special education and interventions, payroll, benefits and financial management.
Currently, we are looking to delight our customers by hiring a Support Manager who has experience interacting with and serving clients and their expectations and who can build effective relationships. This individual will also have experience leading, managing and growing the individuals on their team. This is a unique opportunity to make an impact in a fast growth organization.
Reporting to a Senior Support Manager, the Support Manager is responsible for working directly with clients, to help provide them with direct assistance and the knowledge they need to further help themselves over time while also managing the growth and development of the support team.
Critical Performance Objectives, Month 3:
- Create an environment that fosters trust, open communication, creative thinking & cohesive team effort.
- Motivate & inspire team members through servant leadership and by being an example.
- Provide daily direction and communication to employees so that customer interactions are handled in a timely, efficient and knowledgeable manner.
- Schedule routine 1:1 sessions with each team member to provide the following:
- Statistical and performance feedback and coaching on a regular basis to each team member.
- Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
- Ensure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
- Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
- Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives, and provide continual evaluation of existing processes and procedures.
- Use appropriate judgment in upward communication regarding department or employee concerns.
Critical Performance Objectives, Year 1:
- Increase client satisfaction through Net Promoter Scores and other measurements.
- Contribute to and help maintain 95% retention rates (by revenue) in your product.
- Understand and define the average and anticipated volume of support as well as expected individual contributions to help establish metrics for the team.
- Help drive a reduction in support volume by helping create knowledge base and drive users to available online resources.
Key Competencies:
- Reviews customer satisfaction results and develops improvement initiatives.
- Researches, analyzes, develops, and recommends processes and procedures to improve the customer’s overall experience.
- Reviews support metrics, support channels and self-service tools to measure deflection of support.
- Coach, mentor, and retain best talent Support Team Leads.
- Research and develop pro-active customer support approaches to minimize overall customer support that is necessary.
- Guide and help manage the liaison between Client Success and Product for specific product line to represent product & client priorities and communication.
- Manage a team of approximately 8-10 people; including growth and evaluation of team, PTO approvals, and management of team expenses.
Requirements:
- Technical proficiency, communication and organizational skills are top strengths.
- Possess the ability to work self-sufficiently in a fast-paced environment.
- Ability to manage multiple clients & cases simultaneously with minimal supervision.
- Bachelor’s Degree or higher.
- Leverages knowledgebase articles for both troubleshooting and educating clients.
- Ability to meet key performance indicators such as first call resolution, schedule adherence, and customer satisfaction.