International Support Manager

at  Rightsline

Since 2012, Rightsline has been making work easier for rights and royalties professionals with our innovative rights and royalties management software, allowing our customers to maximize their portfolios without having to max out their daily to-do lists.
Our fully integrated and configurable platform provides customers with comprehensive access to all their rights and royalties, across all markets and platforms, instantly. Departments can communicate, collaborate, and cohesively take action without worrying about mistakes; and in-app reports and timely alerts ensure our customers never miss an opportunity to do more.
Welcome to a world of less data entry and more data integrity. Welcome to the Rightsline reality!

WHAT YOU WILL DO:

• Lead and collaborate with the International Support Team to solve problems and keep work progressing smoothly.
• Serve as a point of escalation for ticket troubleshooting.
• Work to obtain a strong understanding of all areas within our applications with a focus on supporting complex issues that require in-depth investigation.
• Use data to make informed decisions that improve team efficiency and performance.
• Participate in customer and internal team online training sessions or customer success webinars.
• Coach and support team members, helping them improve their skills, productivity, and career development.
• Manage team schedules to ensure consistent coverage and support availability.
• Support the rollout of new processes and manage changes within the team.
• Participate once every four weeks in an on-call rotation, responding only to major incidents received outside company hours.
• Monitor and review team performance metrics, providing feedback and support for improvement.
• Oversee and contribute to important projects, handling high-priority tickets and escalations.
• Complete weekly and monthly reports, tracking key performance metrics and progress.
• Maintain records of customer interactions via the tools provided. Follow communication procedures, guidelines, and policies.

WHAT YOU WILL BRING TO THE ROLE:

• 3+ years experience in a B2B support management role, managing teams, and working with global B2B clients.
• A strong understanding of ITIL Major Incident Management Principles.
• Experience in rights management, availabilities, and/or royalties is a strong benefit.
• Strong problem-solving skills to address and resolve team issues effectively.
• Excellent communication abilities to keep the team informed and engaged.
• Familiarity and experience with bug tracking and ticket management softwares JIRA Service Desk and Zendesk.
• Leadership qualities to motivate, coach, and develop team members.
• Data analysis skills to make evidence-based decisions and track performance metrics.
• Conflict resolution expertise to maintain a positive and respectful work environment.
• Organizational skills to manage schedules and ensure adequate support coverage.
• Strong focus on customer satisfaction, continuously working to improve our customer satisfaction score.
• Flexibility and availability to participate in on-call support rotations.
• Ability to handle escalated issues effectively, and willingness to step in to handle customer escalations.
• Competence in reporting and tracking key performance indicators (KPIs).
• Ability to write clearly and concisely and communicate effectively.
• Proficient in Excel and data manipulation.
• Proficiency in reading and writing English is required.
• Self-starter and independent worker.

At Rightsline we encourage inclusiveness, purpose and innovation. We offer flexible work hours, birthdays off, alternating 4-day work weeks, one-time home office allowance, unlimited vacation time, team socials, happy hours and career progression in a high growth environment.

• Rightsline was the very 1st cloud-based rights and contract management platform, so we’re used to innovation. We’re also used to incredible growth if you’re into that sort of thing.
• You will become part of an amazing culture with a supportive executive team, smart colleagues who truly care, and a global team that’s been rocking this virtual collaboration thing since before anyone had ever heard the term COVID19.
• You’ll often hear “Yes, let’s try that!” and then have the chance to execute your ideas.
• You will grow more here than you would at any other company. That’s a promise.
• A People First Company - 4.2 rating on Glassdoo