Customer Support Team Lead

3 days ago


Dallas, Texas, United States HumCap, Inc. Full time
Job Title: Manager of Customer Support

HumCap, Inc. is seeking an experienced technical professional to lead our customer support and implementation team. As a key member of our team, you will be responsible for overseeing day-to-day support, implementation, and operations activities for our customers and internal infrastructure.

Key Responsibilities:
  • Oversee the day-to-day support, implementation, and operations activities for customers and internal infrastructure
  • Maintain a customer-centric approach to ensure exceptional customer experiences
  • 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 senior leadership
  • 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
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


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