Customer Support Manager

at  Vision Government Solutions Inc

ABOUT VISION

Vision Government Solutions is a leading government technology firm providing cutting-edge software to the public sector. We are at an incredible inflection point of growth and are looking for exceptional individuals to join our Customer Success team to help us provide white-glove service to everyone within our community while building a diverse landscape of loyal Vision clients.
Are you driven by customer happiness, have a passion for problem-solving, and strive to offer a personalized experience throughout each client interaction? This may be the right role for you!
Our customer support philosophy emphasizes the importance of customer delight, speed, and long-term partnership. To that end, we are searching for empathetic, ambitious, motivated, detail-oriented individuals looking to provide first-class customer service to each customer they serve.

REQUIRED QUALIFICATIONS INCLUDE:

• Bachelor’s degree
• Demonstrated performance in a team lead or manager role in a software support organization
• A desire to elevate a Customer Support team into a Customer Success organization
• Demonstrated organizational skills & high attention to detail
• Demonstrated communication skills
  If this sounds like you – we look forward to meeting you!
  Benefits Package: Vision offers health, dental, and vision plans, as well as a 401(k)-matching program.
  Job Type: Full-time
  Work Location: Remote with minimal travel (approximately 10%).

SUMMARY OF ROLE & RESPONSIBILITIES

The Customer Support Manager is responsible for all the daily operations of one of our Government Technology Support teams. This includes, among other responsibilities:

• Acting as the face of Customer Support team by communicating effectively with clients and internal stakeholders
• Managing the team’s workflow by tracking case volume and appropriately assigning cases to team members
• Monitoring team performance and reporting on key metrics
• Analyzing key trends to recommend and enact continuous improvement initiatives
• Serving as an escalation point for clients that require additional support
• Overseeing onboarding and performance management for all team members
• Acting as a role model to demonstrate and coach customer support best practices

THE SUCCESSFUL PERSON IN THIS ROLE WILL:

• Manage team performance against agreed-upon metrics (backlog / case inventory, calls answered, response time, etc.)
• Handle client escalations
• Triage and assign inbound cases
• Empower, coach, and mentor team members
• Hire and train new team members
• Roll out improvement initiatives like trainings, mentorships, and documentation