Customer Success Leadership Position

7 days ago


Arlington, Virginia, United States Heuristic Solutions Full time

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 Job

This 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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