Technical Customer Support Manager



IT, Customer Service
San Francisco, CA, USA
Posted on Saturday, June 22, 2024
Propel Software transforms the way product companies work. Our product value management platform connects commercial and product teams to optimize decision making, drive process efficiencies, and engage customers with compelling products and experiences. Propel has a proven track record of improving product quality, speeding time to revenue and profit, and improving customer satisfaction. Recognized as a Deloitte Technology Fast 500 winner and one of Fortune’s Most Innovative Companies in America, Propel is built on Salesforce and drives product success for hyper growth startups, corporate pioneers, and Fortune 500 leaders in the high tech, medtech and consumer goods industries.
The Customer Support team is responsible to ensure support is provided in a timely, customer - oriented, and comprehensive manner. We promote a support culture that goes above and beyond what the customer expects and ensuring that every Propel customer support contact is positive. We are focused on knowing our customers, anticipating issues, and addressing them immediately. We work with our customers to define their key business success metrics with Propel to ensure we meet those consistently.

Job Core Duties:

  • Lead, motivate, and mentor support team members in a dynamic environment via a process-driven culture through continuous feedback and weekly scheduled 1:1 meetings with your direct reports
  • Become the escalation point for ticket issues before triage with the engineering and product team
  • Maintain organization SLAs by pitching in when the volume of incoming tickets exceeds team bandwidth
  • Compile and present reports on support team performance to leadership team
  • Implement processes to improve team efficiency, SLAs, and survey scores
  • Serve as the voice of the customer and act as a liaison between customer and Propel stakeholders
  • Be a subject matter expert on the Propel and Salesforce platforms

Job Qualifications:

  • 3+ years in Customer Support Manager role serving Enterprise B2B SaaS in a 24-hour support environment
  • Must have experience in SaaS
  • Familiarity with Salesforce Admin; Certification a plus
  • Familiarity with Jira or similar bug-tracking development tool
  • Excellent written and verbal communication skills
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Authorization to work in the United States is required; please note that at this time, Propel is not sponsoring visas for any positions.