Product Support Manager, STR - London

at  CoStar Group

Product Support Manager, STR - London
Job Description

QUALIFICATIONS

• Bachelor’s degree from an accredited, not-for-profit college or university or equivalent experience
• Experience in a customer facing role
• Experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).
• Experience training and coaching others with a high team management aptitude
• Strong organizational and process management skills
• Excellent communication skills, both written and verbal with a willingness to go above and beyond to problem solve.
• Ability to remain calm under pressure.
• Professionalism, confidentiality, and a positive attitude.
• Firm grasp of company policies, products, and values.
• Strong work ethic and interest in leadership.
• Track record of commitment to previous employers
• Prior experience working at a hotel property or in a hotel corporate environment.
• Experience working with a CRM system, preferably Salesforce and/or HelpDesk ticketing system.
• Ability to work in multiple systems simultaneously.

Nice to have qualifications and skills:

• Ability to multi-task in a fast-paced environment while prioritizing your workload.
• Ability to manage and hit deadlines.
• Ability to work well independently, while also contributing to a larger team as needed.
• Excellent communication skills, both written and verbal with a willingness to go above and beyond to solve problems.
• Ability to develop innovative solutions to client questions and concerns.
• Ability to adapt to change in a high growth company.
• Ability to quickly adapt to change and remain flexible to learning new things.
• Ability to analyze data and understand issues and discrepancies.
• Comfortable with ambiguity and ability to lead change management initiatives in a high growth company.
• Leading, supervising, training experience or otherwise being responsible for the success of a team.
• Additional European language.

ROLE DESCRIPTION

The Product Support Team is a team of product experts responsible for creating positive experience for clients by providing product or website support and training via phone and/or email for STR customers around the world.
The Manager, Product Support is responsible for leading and overseeing the daily operations of a dedicated team of Product Support experts and will, in addition, work closely with Executive Leadership, Regional Sales Managers and other operational teams to ensure client and internal needs are met, identifying areas for process and support improvements along the way.
In addition, they will be a positive team leader with an ability to not only get the performance from the team but actively work to develop team members for growth opportunities in the company. The Manager, Product Support will work closely with Senior Management on metrics and ensuring the workflows and standard operating procedures are smooth.

RESPONSIBILITIES

• Lead a highly effective team of Product Support experts with the highest service standards in mind, ensuring business goals and deadlines are met or exceeded.
• Work with Senior leadership on setting up operational priorities for the team and defining SMART goals and KPIs.

Work closely with business teams (Sales, Data Operations, Finance, and others as needed) for a seamless transition for our new clients through the onboarding process and continued participation and on identifying potential product improvements and develop operational strategies accordingly.

• Support change and be a leader to effectively manage change.
• Keep leadership informed of client feedback received and how to best action for better future outcomes.
• Coach, mentor and assist in developing career progression opportunities for the team through continuous management of the individual.
• Direct the day-to-day activities of team members including, but not limited to case turnaround time, case closure goals, telephone queue and the onboarding process for Benchmarking Product.
• Plan, monitor, and manage schedules and accurate and timely timecard approvals for team to ensure compliance and staff coverage for optimal performance.
• Monitor team productivity and provide input to leadership on performance evaluations, constructive feedback, and disciplinary action when necessary.
• Become a Subject Matter Expert on CoStar’s & STR’s products and services.
• Provide support services to other CoStar & STR departments as needed.
• Adhere to all STR processes and policies and maintain customer confidentiality.
• Ensure STR brand and corporate values are evident to the customer at all times.
• Performs other related duties as required.