Customer Support Manager

at  The CBORD Group Inc

CUSTOMER SUPPORT MANAGER

Who We Are
CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.
DREAMteam (how we refer to all of us)
The Customer Support Manager is dedicated to putting our customers first. They will lead, inspire, and empower our Technical Support team to work together in enhancing efficiency and delivering outstanding service experiences to our valued clients.
Primary responsibilities include recruiting top talent, fostering performance excellence, nurturing employee growth, and retaining our exceptional team members. They also play a pivotal role in shaping our policies and procedures to ensure they align with our customer-centric approach.
Our Technical Support department is committed to thoroughly analyzing, skillfully troubleshooting, and promptly resolving customer inquiries and issues through various communication channels such as phone and email. Our goal is to consistently maintain a high level of customer satisfaction, reflecting our unwavering dedication to providing exceptional service to our clients.

WHAT’S GOOD TO KNOW

• Willingness to help during emergency situations, potentially involving nights or weekend work.
• Capability to undertake necessary business trips, typically not exceeding one trip of several days per quarter.

WHAT YOU’LL BE DOING

Lead the day-to-day operations of a Technical Support team, serving as a dedicated expert and coach, while overseeing performance evaluations, training initiatives, policy enforcement, and process improvements.
Provide guidance, technical expertise, and assistance in problem-solving, aiding in the resolution of issues that necessitate higher-level intervention.
Coordinate efforts with managers/supervisors and team members from various departments, foster a culture of continuous improvement, and promptly address customer issues to ensure outstanding service.
Take full responsibility for support staff management, from recruitment to talent retention, emphasizing a customer-centric approach.
Maintain seamless 24/7 operations, including after-hours support when required, using department metrics to drive enhanced productivity and service excellence.