Job Description
Job Description
Customer Support Manager
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.
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
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%).
Geographic preference for Ohio, Arkansas or Oklahoma based candidates, but open to those qualified on the East Coast as well.
Equal Employment Opportunity
Vision Government Solutions is an Equal Opportunity Employer and committed to a diverse and inclusive workplace. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
We're proud to be an equal opportunity employer and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability and Veteran status.
Vision Government Solutions maintains a drug-free workplace.
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