Manager, Customer Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

At NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice.

That’s a serious impact.

We are the worldwide leader in integrated risk and compliance management software and services. As a Manager of Customer Support, you will be responsible for the oversight of Customer Support Specialists dedicated to providing high quality engagement activities and best-in-class support for our customers post-product implementation.

This position reports directly to the Associate Director, Customer Success.

In this role, you will coach, motivate, and manage team members to achieve operational excellence while leveraging NAVEX’s award-winning methodologies and processes.

You will be responsible for the professional development and growth of team resources and for the delivery of best-in-class Customer Support that drives customer satisfaction and retention while promoting expansion in our customer base and in our annual recurring revenue.

This role requires an in depth understanding of NAVEX products and services.

Additionally, you will interact directly with customers on management escalations to mitigate issues and drive resolution;

and you will collaborate with cross-functional teams to ensure customer lifecycle management.

Come join our outstanding team of high energy, fun and customer centric professionals!

What you’ll get :

Career growth. With market-leading training and an unwavering commitment to owning your career plan, you can grow your career to new heights.

Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits.

Because we believe companies should offer more than just a salary.

Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference.

Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.

An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you’ll feel at home.

Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability.

What you’ll do :

Coach and develop a team of Customer Support Specialists to achieve key performance metrics

Collect and report metrics specific to team’s performance

Focus on customer satisfaction and retention in alignment with defined metric targets

Evaluate and seek to understand the customer satisfaction influencers and ensure teams have the tools, training and processes to deliver a superior customer experience

Serve as a point of escalation for customer issues

Ensure teams deliver on key metrics

Identify and implement enhancements to existing internal processes and procedures

Coach and inspire staff with the goal of ongoing, individual improvement and retention

What you’ll need :

3+ years of related professional experience

1+ years leading and developing teams in a customer relationship role

Demonstrated ability to effectively manage multiple projects simultaneously, including developing objectives, prioritizing responsibilities, delegating tasks, executing deliverables and tracking and measuring projects to successful completion

The ability to learn and assimilate new information quickly

Ability to work within a close-knit team environment, fostering valued internal and external customer relationships to achieve results

The ability to plan, direct and own strategic initiatives with minimal management supervision

High level of attention to detail, excellent follow through and reliability

Ability to drive results through your job competencies of decision-making, effective communication and process improvement

Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results, instills trust, influence, strategic execution and talent development

Our side of the deal :

We believe everyone deserves to see their path forward, and the steps in place to achieve their career and financial goals.

Every team member is required to have a career plan in place, to be reviewed with their manager after six months in our team.

The starting pay range for this role is $70,000+ per annum with 5% MBO.

Pay progression based on your performance.

We’re committed to helping you thrive in all aspects of your life. Our pay programs are just one element of this. Check out NAVEX’s career page to find out more information.

We’re an equal opportunity employer, including all disability and veteran status.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!