What are the responsibilities and job description for the Customer Technical Support Manager position at CampusPoint?
Manual inventory tracking is slow, prone to mistakes, and mind-numbingly tedious. This tech start up is on a mission to revolutionize supply chains in retail, food service, logistics, and grocery. Leveraging the power of AI, computer vision, and augmented reality, they enable automated inventory counts. Their technology instantly tallies inventory items with the scan of a smartphone or tablet.
They are seeking a Customer Technical Support Manager to lead and oversee their customer support team. In this role, you will manage a group of customer technical support specialists, ensuring delivery of high-quality support while fostering a culture of continuous improvement and customer satisfaction. You will work closely with the Director of Customer Support to implement policies, scale support operations, and optimize team performance. The ideal candidate is a hands-on leader who thrives in a fast-paced SaaS environment, balancing customer issue resolution, process enhancement, and team development.
Compensation: $75,000K - $103,000K/yr
Responsibilities
- Team Leadership
- Hire, train, and mentor customer support representatives.
- Providing team coaching, guidance, and performance management.
- Monitor team performance related to KPIs and conduct regular performance reviews.
- Foster a collaborative and positive team culture focused on customer satisfaction.
- Execute training programs to ensure the team stays up to date on product knowledge and support best practices.
- Customer Support Operations
- Serve as an escalation point for complex or high-priority customer issues.
- Oversee daily ticket management, ensuring prioritization and prompt responses.
- Assist in developing and enforcing SLAs for response and resolution times.
- Cross-Functional Collaboration
- Collaborate with Product/Engineering to communicate & resolve technical issues.
- Provide insights into customer pain points to inform product improvements.
- Conduct occasional on-site visits to customer locations for hands-on support.
Requirements
- Educational Background: Bachelor's degree or equivalent experience
- Experience:
- 5 years of experience in a customer support role, w/ at least 2 years managing a team.
- Experience working with SaaS products and customer support software.
- Skills:
- Strong leadership and team management skills, with experience in coaching and performance development.
- Excellent problem-solving skills and the ability to handle escalations.
- Strong communication and interpersonal skills, with a customer-first mindset.
- Ability to prioritize and multitask in a fast-paced, evolving environment.
- Passion for optimizing support processes and improving customer experience
CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
If you need assistance or an accommodation due to a disability, you may contact us at hr@campuspoint.com or 1 206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint’s ADA Policy .
Salary : $75,000 - $103,000
