What are the responsibilities and job description for the Customer Support Manager position at Springbrook Holding Company LLC?
Why Springbrook :
Springbrook Software is the leader in cloud-based ERP and payments software for local municipal governments and special districts. For more than 35 years, Springbrook has set the industry standard for how small and medium sized municipalities and utility districts operate with high efficiency, economy, and security. More than 3, 3 00 cities, towns, and districts in the United States, Australia, and New Zealand use our suite of modern, high-performance solutions to manage their finances, payroll, and utility billing. We believe in a citizen-centric government that empowers its community with financial transparency, efficiency, and a seamless payment experience.
We offer employees a culture that emphasizes performance, productivity, and collaboration. You will be empowered and engaged working with like-minded individuals who are driven and enthusiastic about contributing to a market-leading software organization with proven technology.
While we are busy changing the world, we also strongly believe in having fun and excitement at work as well as encourage a collaborative and healthy work-life balance. We also offer competitive salaries and excellent benefits.
Where you fit :
The Customer Support Manager for the Payments team will lead a high-performing support team dedicated to resolving customer support tickets efficiently and effectively. This role focuses on empowering the team to deliver timely , accurate , and high-quality solutions for Springbrook's payment product . The Customer Support Manager will prioritize team development, foster a culture of collaboration, and ensure adherence to established processes and best practices. By maintaining a strong focus on ticket resolution and issue escalation, this leader will play a critical role in enhancing the overall customer support experience and operational efficiency.
This position requires candidate to work in the office in American Fork, UT .
RESPONSIBILITIES :
- Oversee the day-to-day operations of the Customer Support team, ensuring all support tickets are addressed promptly and accurately through SalesForce .
- Develop and implement ticket resolution strategies, processes, KPI's and workflows to improve efficiency and customer satisfaction.
- Act as an escalation point for complex or high-priority customer issues, ensuring timely and appropriate resolution .
- Monitor team performance through KPIs and SLA adherence, ensuring the team meets targets for response times, resolution times, and CSAT.
- Regularly review and update support policies and procedures to align with industry best practices and company goals.
- Collaborate with internal teams, such as Implementation, Product and Engineering, to address recurring issues and recommend enhancements to Payment products.
- Coach, mentor, and develop team members to build their technical and customer service skills, fostering a high-performing and engaged team.
- Develop and deliver training programs for new hires and ongoing education for the customer support team.
- Conduct regular performance reviews, set clear expectations, and provide feedback to ensure accountability and continuous improvement.
- Lead team meetings to communicate updates, share best practices, and align on key objectives .
- Ensure all team activities comply with company policies, including HIPAA regulations.
- Manage team scheduling, approve leave and PTO requests, and review timecards to maintain operational coverage.
- Maintain general awareness of Springbrook security and privacy policies
- Report any security incident or suspected security incident to the Springbrook Incident Response Team
Required Qualifications :
Preferred Qualifications :
Applicants must have the unrestricted ability to work in the United States (sponsorship will not be offered) .
Springbrook Software is an Equal Opportunity Employer. Springbrook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law . All employment is decided on the basis of qualifications, merit, and business need.
