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Client Support Operations Leader

2 months ago

Brentwood, Tennessee, United States Ncontracts LLC Full time

Client Support Operations Leader

Remote | Client Services | Full-Time

ABOUT NCONTRACTS

Ncontracts, headquartered in Nashville, Tennessee, is a leader in integrated risk management and compliance solutions, serving over 4,000 financial institutions across the nation. Recognized multiple times as one of the fastest-growing companies and a consistent recipient of 'Best Places to Work' awards, we provide a vibrant work environment that fosters career advancement and work-life balance.

As part of Ncontracts, you will collaborate with industry experts committed to enhancing the financial services sector through innovation and leadership. We are looking for creative, collaborative, and self-motivated professionals in various fields, from developing innovative solutions to sales, marketing, customer support, and more. Join us in our mission to strengthen the financial industry while advancing your career in a supportive and dynamic setting that values your unique skills and perspectives.

ROLE OVERVIEW

The Client Support Operations Leader is a seasoned professional with a proven ability to manage and scale daily customer support operations for our Enterprise Risk Management (ERM) products. This role involves mentoring and coaching team members while overseeing performance metrics. A strong dedication to client satisfaction and the capability to implement and execute strategies is essential. The Leader serves as the company's representative, responsible for communicating the vision, strategic objectives, and priorities both internally and externally.

KEY RESPONSIBILITIES

  • Lead, inspire, and develop a high-performing team of Support Specialists; consistently monitor team dynamics to proactively identify potential issues, implement solutions, and enhance processes.
  • Provide clear direction and communication to the leadership team and staff to align with organizational goals.
  • Track user-related bugs and collaborate closely with product and development teams to prioritize cases effectively.
  • Distribute workload appropriately and oversee case management, escalations, and team projects.
  • Evaluate and enhance process efficiency to maximize speed and quality; conduct root cause analysis to determine the best course of action.
  • Deliver constructive performance feedback regularly, including one-on-ones, reviews, rewards, and disciplinary actions.
  • Manage the preparation and maintenance of weekly reports and monthly KPIs to identify trends and forecast needs.
  • Ensure that support KPIs and SLAs are consistently met or exceeded.
  • Oversee staffing requirements to guarantee adequate coverage for all products.
  • Ensure excellence in customer service by actively monitoring support cases for emerging trends and opportunities for improvement.
  • Build a world-class support organization that fosters a fun, fast-paced, collaborative culture focused on customer solutions.
  • Collaborate with cross-functional leaders to drive initiatives that reflect the voice of the customer.

QUALIFICATIONS

  • A minimum of five years of experience managing a customer support team.
  • At least seven years of experience in customer service.
  • A minimum of three years of experience supporting a SaaS product.
  • A bachelor's degree or equivalent experience is required.
  • Experience in coaching and mentoring a support team.
  • A history of managing and scaling a high-volume support team.
  • Demonstrated problem-solving and negotiation skills.
  • Strong analytical capabilities.
  • Excellent written and verbal communication skills.
  • Experience with Salesforce, particularly Service Cloud, is preferred.
  • Familiarity with call center software and reporting is preferred.
  • Strong proficiency in Excel is preferred.

WHAT WE OFFER

  • A dynamic and engaging work environment.
  • A responsible PTO plan that meets or exceeds state and local medical and family leave laws.
  • 11 paid holidays.
  • Community and social events to foster connection and engagement.
  • Mental health benefits.
  • Medical, dental, and vision insurance.
  • Company-paid group life insurance, short- and long-term disability.
  • Flexible spending account and health savings account.
  • Aflac benefits including critical illness, cancer protection, and hospital choice.
  • Pet insurance.
  • 401(k) with company match, available from day one of employment.
  • Two paid volunteer time off days.
  • And much more.

COMPENSATION

The pay range for this role is $100,000 to $120,000 per year, with the final offer amount dependent on education, skills, experience, and location. This position may also be eligible for an annual discretionary incentive award based on company and personal performance.

EQUAL EMPLOYMENT OPPORTUNITY

Ncontracts is committed to providing equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

OTHER DUTIES

Please note that this job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.