SAAS Support Manager - Lead a High-Performance Team and Revolutionize Customer Support in Cutting-Edge Technology Company
Employer
365 Labs
Salary
$90k-$100k (estimated pay)
Location
Baton Rouge, LA
Employment Type
Full-time
Сategory
Software Developers
Description
Join 365 Labs as a Support Desk Manager, lead a dynamic team, and provide exceptional support services in a fast-paced SAAS company. Are you ready to take on the challenge?
Qualifications
- Bachelor's degree in a relevant field or equivalent work experience
- Proven experience as a Support Desk Manager in a SAAS company or similar role
- Strong leadership and team management skills
- Exceptional problem-solving and troubleshooting abilities
- Excellent communication skills, both written and verbal
- Experience in developing and maintaining knowledge bases and support procedures
Responsibilities
- Lead and manage a team of support staff and software testers, providing guidance, coaching, and training to ensure exceptional support services
- Ensure timely resolution of client issues, addressing technical inquiries, and troubleshooting problems effectively
- Develop and maintain a comprehensive knowledge base to assist both clients and support team members in resolving issues efficiently
- Establish and refine support procedures to improve response times and issue resolution rates
- Collaborate with other departments to provide valuable feedback and insights for product improvement
- Analyze support data and metrics to identify trends, areas for improvement, and opportunities to enhance customer satisfaction
- Continuously update knowledge of company's SAAS products to provide accurate information and guidance
Education
A bachelor’s degree in a relevant field or equivalent is required for this role
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