Manager, Customer Support

OneStream Software
life insurance, vision insurance, paid holidays, long term disability, 401(k), retirement plan
United States, Michigan, Birmingham
191 North Chester Street (Show on map)
Jan 07, 2025
Description Manager, Customer Support NA Location: Remote, USA Employment Type: Full-Time Compensation: $90,000.00 - $120,000.00 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience. Benefits Offered: Vision, Medical, Life, Dental, 401K Summary OneStream is seeking a Manager, Customer Support to oversee our customer support operations and ensure the highest level of satisfaction for our customers. This role leads a team of customer support engineers responsible for providing technical support and issue resolution on software functionality, setup, upgrades, error messages, cloud implementations and application usage. The Manager, Customer Support is an integral part of the Customer Support Leadership Team and will work in proximity with other leaders within CSRC to develop processes and initiatives to advance the organization and achieve departmental goals. The ideal candidate will be passionate about delivering exceptional customer service, possess strong leadership qualities, and have a proven track record of effectively managing a support team in a fast-paced environment. Due to the 24/7 nature of our support operations, this position may require you to be on-call and work additional hours as necessary. Primary Duties and Responsibilities Lead an assigned group of engineers, inspiring the team to meet/exceed departmental goals. Conduct regular performance evaluations, provide constructive feedback, and facilitate professional development opportunities for team members. Monitor departmental metrics such as response time, resolution time, and customer satisfaction scores, identify areas for improvement, and implement corrective actions as needed. Perform queue reviews to manage issues within SLA timeframes. Respond to escalated issues both from customers and internal groups. Identify opportunities for automation and process improvement and security. Ensure engineers complete standard compliance documentation and configuration checklists. Hold weekly meetings with support team and perform triage as necessary. Collaborate with interdepartmental teams to address customer inquiries, resolve issues, and ensure a seamless customer experience. Stay up to date on industry trends, best practices, and emerging technologies in customer support to continuously enhance support processes and capabilities. Required Education and Experience Bachelor's degree in a technology-related field or equivalent work experience 5+ years Software Support Helpdesk experience or experience in a Level 2 or Level 3 IT support environment, with 2+ years in a Team Lead/Supervisory capacity Experience in solving business process and technical processes challenges. Experience documenting best practices and procedures in an IT knowledge base. Preferred Education and Experience Experience leading a fully remote team of Customer Support professionals. Track record of identifying and implementing innovative solutions and process improvements Experience adapting to industry best practices and emerging technologies. Knowledge, Skills, and Abilities Strong leadership skills with the ability to motivate, mentor, and empower a team of individual contributors to achieve departmental goals and objectives. Proficiency in customer support methodologies, best practices and tools, such as ticketing systems and knowledge base management. Familiarity with technical concepts, enabling effective communication and troubleshooting with both customers and internal teams. Ability to analyze customer support data and metrics to identify trends, performance gaps, and areas for improvement. Ability to effectively communicate technical information and complex concepts in a clear in concise manner to diverse audiences. Proven problem-solving skills with the ability to quickly assess situations, identify root causes, and implement effective solutions to resolve customer issues and improve support processes. Strong collaborative skills with the ability to work cross-functionally to address customer needs and enhance the customer experience. Strong conflict resolution skills with the ability to address and resolve customer complaints, conflicts, and escalations. Ability to foster a positive and inclusive team culture, promote collaboration, and build a cohesive and high-performing team. Supervisory Responsibility This position is responsible for overseeing a team of customer support engineers. Travel Travel Requirement: Travel as needed, estimated at 10%. Who We Are OneStream is how today's Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. It's the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com. Why Join The OneStream Team Transparency around corporate structure, salary, and benefits Core value of customer success Variety of project work (not industry-specific) Strong culture and camaraderie Multiple training opportunities Benefits at OneStream OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are: Excellent Medical Plan Dental & Vision Insurance Life Insurance Short & Long Term Disability Vacation Time Paid Holidays Professional Development Retirement Plan All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship. OneStream is an Equal Opportunity Employer. #LI-SA1 #LI-Remote Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)