Responsibilities
- Guide, mentor, and develop technical customer care staff through regular one-on-one meetings, immediate feedback, and structured performance improvement plans to ensure individual performance supports operational objectives.
- Communicate clearly and effectively to align team members with organizational goals and service level agreements.
- Manage the daily operational health of technical customer care, including ticket queue performance, backlog levels, SLA compliance, and real-time workload distribution across the team.
- Act as the primary escalation point, responsible for triaging, communicating, and resolving complex or high-impact customer issues.
- Track, analyze, and report on operational performance metrics such as queue health, backlog trends, escalation rates, and SLA adherence, identifying risks and implementing corrective actions.
- Adhere to and enforce established policies and protocols to ensure alignment with goals and guidelines.
- Conduct performance evaluations and manage corrective action processes, ensuring consistency, fairness, and compliance with company policy.
- Collaborate with Quality Assurance to identify areas for improvement in technical support representatives and address them through ongoing coaching and performance development.
- Maintain familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
- Remain calm, composed, and articulate when dealing with challenging employee and customer situations.
- Monitor and evaluate departmental performance to identify areas for improvement and growth.
- Collaborate with senior leadership to define key success metrics and drive department-wide performance.
- Oversee the execution of high-level initiatives while considering long-term organizational impact.
- Ensure effective resource allocation, balancing immediate needs with overall company goals.
- Develop and implement long-term strategic team goals aligned with overall company goals.
- Foster a culture of innovation, continuous improvement, and collaboration within the team.
- Perform other duties as assigned by supervisor or company leadership.
Requirements
- 3+ years of experience managing a technical customer care team.
- Excellent customer service and communication skills, with proficiency in Salesforce.
- Strong organizational skills and the ability to manage priorities and workflow.
- Detail-oriented with strong technical skills.
- Demonstrated team building and leadership skills.
- Ability to balance department efficiency with excellent customer service.
- Leadership abilities to lead and motivate a team toward shared goals.
- Proven interpersonal, collaborative, and relationship-building skills.
- Passionate about customer service and delivering value to customers.
- Ability to work assigned shifts, including Saturday or Sunday.
Nice to Have
- Experience with SMB or non-tech-savvy personas is a plus.
- Experience supporting software that offers a freemium platform is a plus.
Benefits
- Competitive health plans
- Paid time-off
- Company paid holidays
- 401K retirement program with a company-elected match
- Other company-sponsored programs
Work Arrangement
On-site — Bloomington, MN
Other
- Travel up to 10%, including overnight travel.
- Ability to work assigned shifts including Saturday or Sunday.
- This is an on-site position based out of our Bloomington, MN office, with an on-site presence required 5 days per week.
