Client Care Manager

This role will lead our Customer Support team to deliver a best-in-class support experience for customers, partners, and internal stakeholders. As the Client Care Manager you will lead a talented and dedicated team of analysts to deliver on our client support strategy across all regions, tiers, and and channels, including case and chat support to our growing client base. You will work closely with our implementation, operations and development teams to provide a reliable, consistent and positive experience for our clients. 

Essential Responsibilities:

• Manage the day-to-day operations of a remote and offshore analyst across multiple regions

• Monitor the team’s daily activities and use analytics to help the team meet or exceed KPIs

• Perform regular quality audits of tickets for customers, partners, and internal contacts to provide coaching and feedback to improve agent performance

• Field internal and external escalations and engage clients with clear and concise written and verbal communication

• Conduct regular 1:1s, team meetings, stand-ups, and career planning with team members

• Coach, develop, and provide technical and business feedback to a team of remote employees

• Be a hands-on leader and work tickets as needed to support KPIs and maintain ticket volumes

• Represent bugs and enhancement requests with Engineering teams and cross-functional leadership

• Create and maintain reporting and analysis in Salesforce

• Monitor team metrics including CSAT, Response Time, Backlog

• Manage team scheduling and shift coverage 

• Develop policies and procedures for the Support team including ticket handling and escalation guidelines

• Update internal and external content including knowledge-base articles, team training, and process documentation

• Develop technical expertise in RainFocus’ current product offerings and become an SME for team members and internal stakeholders

• Adapt to innovative and evolving technology and foster a team mentality that adapts quickly to changes

• Lead initiatives and special projects to meet department goals and objectives

Required Skills/Experience:

• 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 the ability to problem solve for diverse issues in a high pressure, complex platform 

• Ability to provide leadership and direction to the team on technical matters

• Excellent communication skills, working cross-functionally across teams

Preferred Skills/Experience:

• Experience in the event industry
• Technical certifications