Senior Manager - Support Operations

We are looking for a highly skilled and experienced Support Manager to lead our Functional Support Consultant team. This team is responsible for providing high-quality support for our robust and scalable SaaS products. As a Support Manager, you will be a key leader, ensuring our team delivers continuous, delightful customer experiences and resolves issues efficiently.

Key Responsibilities

• Team Leadership: Lead and manage a team of Functional Support Consultants, fostering a people-first mentality and a collaborative environment. You'll be responsible for coaching, mentoring, and developing your team to ensure they are the "ultimate HighRadian ambassador".

• Performance Management: Monitor team and individual performance against key metrics and SLAs. Use your knowledge of support KPIs to drive continuous improvement in areas like response time, resolution time, and customer satisfaction.

• Operational Excellence: Oversee the day-to-day operations of the support team, ensuring that best practices for service delivery are followed. You will manage ticket queues, dynamically prioritize issues, and multitask as needed to maintain efficiency.

• Escalation Handling: Act as the primary escalation point for complex or critical customer issues. You will use your excellent communication and problem-solving skills to de-escalate situations, provide quick resolutions or workarounds, and ensure issues are driven to resolution.

• Customer Advocacy: Champion the customer experience by understanding and empathizing with client situations. You will partner with internal and external stakeholders to provide a "delightful customer experience".

• Cross-Functional Collaboration: Serve as a liaison between the support team and other departments, communicating customer feedback and insights to inform product development and company strategy.

Skills and experience needed

• Experience: Proven experience in a Support Manager role, preferably within a SaaS application environment.