Customer Success Leadership Position
7 days ago
We are Heuristic Solutions, a pioneering technology firm based in the Washington Metropolitan area. We implement and support LearningBuilder, the industry-leading credentialing management system.
About the JobThis is a Senior Customer Support Manager role for our Rosslyn, VA headquarters. The ideal candidate will have 7+ years of experience as a people manager with a proven track record of enhancing team performance and productivity through targeted skill development and coaching.
Key Responsibilities:- Manage the customer support ticketing process to ensure cases align to team competency and priority.
- Analyze team performance (KPIs) to identify areas of improvement and process efficiency.
- Foster effective communication and teamwork with cross-functional teams, promoting accountability in a distributed management structure.
The successful candidate will be responsible for leading a team of Customer Support Analysts, Specialists, Leads, and Consultants. They will work closely with internal stakeholders to deliver exceptional customer experiences.
Requirements:
- 7+ years as a people manager with a proven track record of enhancing team performance and productivity.
- 10+ years of customer support and/or customer service experience with a significant focus on team leadership and development.
What We Offer:
- A competitive salary range of $118,000 - $125,000 per year.
- A Telecommute stipend (Parking or Metro).
- 401K Contribution.
- Office dog-friendly environment.
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