Customer Support Manager

As a Customer Support Manager, your primary responsibility will be the delivery of customer support for Plansight customers, both carriers and brokers. You will help to manage and build a customer support team that solves complex technical challenges and sensitive communication for our customers and the hundreds of thousands of employees whose benefits are negotiated on Plansight.

Responsibilities:

  • Creation of and execution against the Plansight support operating plan.
  • Coordinating day-to-day activities between Plansight partners and the customer support team.
  • Direct accountability for all aspects of individual & team performance, ensuring that all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolve times are achieved across the support team.
  • Contact for customer issues with the goal of issue resolution or co-ordinating cross functional response where needed.
  • Manage customer expectations in close collaboration with the field, engineering, business, legal and other Plansight teams regarding product issues, project status and timelines.
  • Develop strong customer facing skills, improving their ability to receive, analyze, troubleshoot and assist customers in resolving any questions, issues and concerns for the entire Plansight support team.
  • Manage the development of individual team members ensuring clear expectations are set and regular feedback is provided on performance to support growth.
  • Suggests and implements enhancements to existing processes and workflows to improve the customer experience.
  • Works closely with key departmental and project leaders across Plansight’s many teams.

Required Skills:

  • Strong track record of managing a high performing team in an software enterprise environment.
  • Demonstrated customer-oriented work ethic and ability to foster a sense of teamwork across all members of the team and department.
  • Passion for performance management and execution against operational targets.
  • Must be comfortable working in ambiguous and/or stressful situations.
  • Flexible, with ability to change priorities quickly, and capacity to balance multiple tasks.
  • Effective collaborator with proven process improvement skills.
  • Outstanding organization and time management skills.
  • Excellent communication and interpersonal skills.
  • Ability to consistently learn new technologies and apply those concepts to customer’s needs.
  • Ability to work as part of a geographically dispersed team.
  • Keep up-to-date on technology trends, developments & best practices.
  • Ability to communicate effectively to both technical & non-technical audiences.

Click here to apply.