Support Experience Manager

at  Instructure

The Support Experience Manager role is focused on monitoring and guiding Global Support resources to ensure excellent communication and problem solving skills for achieving customer satisfaction. The Support Experience Manager provides a consistent leadership presence and collaborates with the team across Global Customer Support & takes ownership of the agent experience from onboarding through training, communication and managing change across Global Customer Support.

WHAT YOU WILL NEED TO KNOW/HAVE:

• 2+ years operational experience in providing customer support preferred
• Demonstrated strong work ethic
• Skilled team player and collaborator with peers and other stakeholders
• Demonstrated ability to show initiative and problem solving skills
• Strong interpersonal skills
• Demonstrated experience in conflict resolution and mediation
• Good writing, presentation and communication skills, whether one-on-one or to small or large groups
• Understanding of proprietary and confidential information with appropriate handling.
• Process-oriented - being able to recognize need, create and improve
• Visionary - can see ways to improve team performance, agent and user satisfaction
• Organizational, project management, and multi-tasking skills
• Travel may be required multiple times per year.
• Ability to gather, collate and analyze data (such as ticket volume or SLA statistics) using tools like Excel, Lucid, Google Slides, etc.
  We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
  At Instructure we participate in E-Verify and yes, in case you didn’t catch it from the above, we are an Equal Opportunity Employer.

• Provide leadership & development for support personnel, which may include responsibility for any combination of teams and functions within Global Customer Support.
• Serve as a point of contact within the organization for cross-department and cross-organization change initiatives.
• Develop & facilitate internal communication approach across Global Customer Support including internal documentation approach (Confluence) and Incident Management
• Support strategically important or high touch organizations in partnership with Customer Success
• Seek opportunities to improve existing processes & increase efficiency across the team
• Strive to achieve and sustain a team CSAT over 90%