Client Support Lead

3 weeks ago

Greenville, United States The Ladders Full time
Are you THE BEST at what you do? We're the place THE BEST want to work

Kopis is seeking a Client Support Lead to grow and manage our newly forming, centralized client support program. If your experience has led you toward a career in supporting clients in the technical areas of software development, ERP, and Business Intelligence, you value the importance of processes surrounding a successful support operation and you have the ability to lead and mentor a team, Kopis has the role for you. While this role does not currently have direct reports, as Kopis continues to grow and the client support needs increase, this role has the potential to evolve into a true management role.

This role might be a good fit if you:
  • Work well independently or with a brilliant team of experienced team members in a collaborative culture of innovation
  • Take responsibility and solve problems that impact our clients' business
  • Genuinely find joy in helping others succeed
  • Enjoy the additional freedoms and responsibilities of small company culture
  • Rise to the challenge of difficult problems and complex systems
  • Value doing things the right way
  • Are not afraid to work directly with clients
We want to hear from you if you have:
  • 5+ years of experience supporting clients through ticketing or other request systems
  • Passion for delivering industry leading client support:
    • Consistently meeting and exceeding SLA expectations
    • Maintaining team coverage to ensure response times and quality of support
    • Optimizing support systems for efficiency and visibility
    • Working with leaders of technology centers of excellence inside Kopis to achieve Kopis objectives
  • Ability to write clear, concise and precise documentation to support processes and to assist Sales in setting the right expectations with prospective support clients
  • The collaboration skills to work with Project Managers and Team Leads to determine and improve processes to capture, assign, triage, communicate and resolve issues (both reported and caught through monitoring)
  • The leadership skills necessary to:
    • Assess candidates for support team during interview process
    • Guide less experienced team members on triage/resolution process
    • Evaluate and iterate service performance (with and without clients involved)
    • Lead technical portions of client-facing environment review meetings and resolve client escalations
Who we are and what we do:

We are the largest and most experienced team of dedicated experts in the fields of Software Development, Business Intelligence, Project Management, ERP, Quality Assurance, and many other areas of IT Greenville, SC - and the entire southeast region. We get to work with brilliant peers in a collaborative culture of innovation and evolve ideas from tiny seeds into full-blown solutions that transform organizations. We love what we do, and who we get to do it with. And who wouldn't? We get to make a serious difference with our clients. We never get bored, because we get to learn about lots of different companies' business models and face an ever-changing landscape of different problems.

Our employee focus is to build a strong team of high-caliber professionals whom we reward with excellent pay, insurance, holidays, vacation and other benefits. This is a fulltime position in the Greenville, South Carolina area. Work where you are encouraged to balance your work projects and other life goals in a rewarding and family-friendly work environment.

Why our Core Values Drive Us:

As Kopis has grown over the past 25 years it has become increasingly more important to stay true to who we are and what got us to where we are. Continually thinking about our core values, using them as a guiding light is more important than ever before as we face new challenges. We intentionally and regularly remember these values and incorporate reminders of them into as many aspects of our internal communications and processes as possible, including our hiring decisions:
  • Lead
  • Impact
  • Respect
  • Simplify
Other things you should know about Kopis:
  • STABLE EMPLOYMENT: Kopis has been around for over 25 years. We are the oldest and most reliable "start-up" in town And we proudly are home to the largest and most experienced custom software development team in the entire southeast region.
  • FLEXIBLE WORK/LIFE BALANCE: We believe in a flexible and trusting work environment. (If you are a grown up, come play).Employees enjoy the options to work in/out of the office.
  • AWARD WINNING: We are an award-winning firm: we have been named one ofSouth Carolina's Fastest Growing Businesses, named by theSC Chamber as one of the Best Places to Work, recognized by the Greenville Chamber asSmallBusiness of the Year,been named to the 5000and have many team members received individual awards for their work in the company and within the community.
  • GREAT LEADERSHIP: We have top-notch award-winning leadership. Our CEO recently was recognized as the Entrepreneurial Success of the Year, and our COO was named to the 2019 Best & Brightest List and is part of the current Leadership Greenville class. Our leaders operate under an open-door policy and welcome feedback and input from every member of the team.
  • WE CELEBRATE INDIVIDUALITY: We're first and foremost a team; but that doesn't mean this is a place to blend in. We are looking for creative, intelligent, opinionated, hard-working teammates who want their efforts and input to matter.
  • OUR LOCATION IS UNBEATABLE: Work in a great downtown location in the NEXT building, grab lunch at Biscuit Head or Sidewall Pizza, jump on the Swamp Rabbit trail for a quick walk after lunch
  • YOUR HEALTH MATTERS:Benefit packages that support our vision of a company that cares for its people.Each employee receives an annual $200 health stipend on top of an already stellar complement of health benefits.


Still here? Intrigued? Apply today and let's talk about how you can do some of the most fulfilling work of your life

This description is not an all-inclusive description of all job duties. Job duties and responsibilities may be assigned which are not mentioned above at any time based upon the demands of the company. Essential functions and overtime eligibility may vary based on the specific task assigned to the position.

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