Client Care Manager
New
R
RainFocusEvent Software
Any State, Must be available during our core business hoursFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience in a Technical Support role
- Required Skills
- SalesforceCross-functional collaborationTechnical supportSaaS
Requirements
- 3+ years of experience in a Technical Support role (SaaS experience preferred).
- Proven work experience as a leader within a team environment.
- Must be available during our core business hours.
- Leadership and management skills supporting globally distributed teams.
- Strong technical background with ability to problem solve in a complex platform environment.
- Ability to provide leadership and direction on technical matters.
- Excellent communication skills and experience working cross-functionally.
Responsibilities
- Manage the day-to-day operations of a remote and offshore analyst team across multiple regions.
- Monitor team activities and use analytics to ensure KPIs are met or exceeded.
- Perform regular quality audits of tickets and provide coaching to improve agent performance.
- Field internal and external escalations using clear written and verbal communication.
- Conduct regular 1:1s, team meetings, and career planning sessions.
- Act as a hands-on leader by working tickets as needed to support KPIs and ticket volumes.
- Represent bugs and enhancement requests with Engineering and cross-functional leadership.
- Create and maintain reporting and analysis in Salesforce.
- Develop and update policies, procedures, and knowledge-base documentation.
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