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Manager of Customer Support

3 months ago

Dallas, United States HumCap Full time

Manager of Customer Support – Dallas, TX


HumCap’s client, a software company who serves the hospitality industry, is seeking an experienced, technical Manager of Customer Support to lead the customer support and implementation team. The ideal person will possess a strong technical background and demonstrate the ability to engage effectively with both technical and non-technical individuals. This person will manage a team of 14 customer support and implementation engineers.


In addition to leading the team, you will also handle escalations related to incidents or problems. This role is fully onsite in far north Dallas.


Responsibilities

  • Oversee day-to-day support, implementation, and operations activities for customers and internal infrastructure
  • Maintain a customer-centric approach
  • Lead issue management for high-severity issues, including taking on support escalations when necessary
  • Lead a team of 14 support technicians and implementation engineers
  • Communicate incident status to the senior leadership team
  • Manage the support ticket and phone queues
  • Develop and maintain team schedules
  • Resolve customer conflicts and handle escalations
  • Collaborate with internal teams to identify root causes of customer issues
  • Update status reports and metrics for all support activities
  • Participate in management on-call rotation as needed
  • Train new team members and provide continuous employee development through one-on-one feedback
  • Work with the IT team to define necessary system monitors and thresholds
  • Create and maintain knowledge base articles
  • Establish and maintain all customer support and implementation procedures and policies
  • Cover support technician shifts and manage support incidents when required
  • Participate in an on-call rotation with your peer manager to cover after-hours incidents
  • Collaborate with the engineering team to ensure proper handoff to the implementation team of all new features and functionality



Qualifications:

  • 3+ years of experience managing a server-side support team
  • 3+ years of experience as a support/IT engineer
  • Strong knowledge of general network and Windows Server technologies
  • Proven experience in managing and reporting on all aspects of technical support
  • Excellent written and verbal communication skills
  • Effective time management
  • Flexibility to adjust work schedule as needed


Benefits

  • Medical, dental, and vision insurance
  • Company Bonus
  • 401K matching program
  • PTO