Manager of Customer Support(m/w/x)

## Stellenbeschreibung Job Description The Manager of Customer Support is responsible for maintaining effective customer support delivery for Revalize customers and partners by utilizing in-depth knowledge of company products, leveraging support best practices, and optimizing customer self-service. You will manage support personnel across multiple product areas and ensure team members are following the appropriate processes, procedures, policies, and service level agreements utilizing Revalize’s systems. Responsibilities * Directly manage a team of individual contributors delivering support to Revalize customers and partners * Monitor key performance metrics (KPIs) pertinent to the effective and efficient operation of the department to ensure on-time support delivery and customer satisfaction * Set, monitor, and evolve individual contributor performance standards to meet our support service goals * Coach team members to achieve high performance * Contribute to the ongoing evolution of Customer Support as the business grows * Assist in defining the training agenda for team members, including new hire onboarding, continuing product education, product cross-training, and certification programs * Provide cross-functional feedback regarding the impact of product issue trends, defects, system stability, feature functionality, product usage trends, and overall satisfaction * Drive cross-functional engagement to ensure customers have accurate and timely information on issue status * Act as a primary escalation point for customers and internal stakeholders * Meet with key customers, either solo as part of a team, as needed * Participate in capacity forecasting and implement productivity programs for direct reports * Participate in carrying out Knowledge-Centered Support and other self-service programs * Make employment decisions * Occasional travel may be required ## Qualifikationen Minimum Qualifications * Bachelor’s degree or equivalent experience * 3 year of experience leading teams in delivering support to customers and partners * Proficiency in German and English (spoken and written) * Experience working with remote team members in multiple geographies and time zones Preferred Qualifications * Demonstrated ability to prioritize and simultaneously manage complex tasks to completion * Demonstrated advanced communication skills, including both excellent verbal and precise written abilities * Demonstrated skills and persistence necessary to overcome challenges and meet objectives * Demonstrated experience of working constructively in a fast-paced, collaborative, and matrixed team environment * Working understanding of Knowledge-Centered Support concepts and demonstrated understanding of self-service strategies * 5 years of experience managing software support teams * Experience with acquisition integrations * Experience working in a PE-backed environment ## Zusätzliche Informationen All your information will be kept confidential according to EEO guidelines.