Customer Support Manager

We Move Fast, Think On Our Feet, and Have Fun Doing It!

At Eleven Software, we're all about finding innovative solutions and tackling challenges head-on. We work at a rapid pace, often without the luxury of a rigid structure, but we always stay focused on what matters most: delivering exceptional results for our customers.

We’re looking for problem solvers who thrive in dynamic environments, who can pivot quickly and who are driven by the challenge of change. If you’re someone who loves thinking outside the box, embracing new ideas, and collaborating with a team that knows how to have fun while working hard - then we want to hear from you!

If this sounds like you, let's talk.

POSITION PURPOSE

This is a key leadership role within our Support organization, where you will manage our front-line Level 1 and Level 2 Support Agents. You and your teams will manage all incoming tickets, phone calls, and requests, focusing on ensuring timely and effective resolutions for customer inquiries and technical issues. In this position, you will guide your team in assessing each situation, appropriately routing requests, and efficiently resolving tickets. Your team will consist of third-party agents who represent Eleven. You will lead  them directly and work closely with the third-party leadership, overseeing both strategic and tactical initiatives.

A strong technical acumen is essential, as you will leverage your expertise to assist the team in troubleshooting and problem-solving. You will also train and mentor support staff, implement best practices, and identify opportunities to enhance customer-facing training materials. Additionally, you will drive continuous improvement initiatives to elevate service quality, ensuring our customers receive the best support experience possible. 

REPORTING RELATIONSHIPS

This role reports to the VP of Customer Success and will have direct reports. 

ESSENTIAL JOB FUNCTIONS

• Lead, manage, hire and train Level 1 and Level 2 support teams located in the Philippines, providing guidance, performance monitoring, ongoing coaching and support to ensure high levels of team engagement and development. 
• Collaborate closely with the team and third-party leadership team to define strategy and manage tactical initiatives, ensuring alignment with overall business goals and customer needs.
• Ensure strict adherence to customer service level agreements (SLAs) and escalate critical issues as needed.  
• Collaborate closely with customers to address escalated inquiries, ensuring swift and effective solutions. 
• Develop and implement training programs to continually enhance both technical expertise and customer service skills, ensuring the team remains equipped to meet evolving customer needs. 
• Guide your team in evaluating each situation and appropriately routing and solving tickets effectively, ensuring all incidents are handled with a sense of urgency and accuracy.
• Work alongside Level 3 Support agents, engineering, and product teams to identify and resolve recurring issues, manage outstanding tickets, drive improvements in product performance and customer experience. 
• Efficiently troubleshoot and resolve support tickets and customer inquiries, conducting thorough system tests and refining troubleshooting processes to continuously improve resolution times and outcomes.   
• Foster a positive and collaborative team culture that prioritizes customer satisfaction, encourages knowledge sharing, and supports professional development of each member. 
• Evaluate team performance, provide regular feedback, and drive individual development plans, ensuring continuous improvement in both team dynamics and individual performance.   
• Participate in a rotating L3 on-call schedule 
• Create and implement team KPIs (Key Performance Indicators) and establish comprehensive reporting frameworks to track progress and performance.

REQUIREMENTS

• Strong understanding of networking concepts and troubleshooting techniques, with expertise in networking and SaaS applications.  
• Experience with Mikrotik, Ubiquity, Ruckus, Aruba, Cloud technologies, etc. Familiarity with ElevenOS and Captivnet products is a plus. 
• Exceptional communication and interpersonal skills for effective interaction with customers, team members, and leadership. 
• Excellent problem-solving skills, with the ability to think critically under pressure. 
• 5 years of experience in customer support or technical support roles; management experience is a plus. 
• Proven ability to collaborate across departments and manage cross-functional projects.
• Strong organizational skills and keen attention to detail. 
• Ability to multitask and manage multiple priorities effectively. 
• Skilled in explaining technical issues to non-technical audiences. 
• Capability to analyze performance metrics and implement strategies for improvement. 
• Previous experience with Zendesk administration is a plus.

WORKING CONDITIONS

This position operates remotely in a home office environment. Standard home office equipment such as computers and phones are used regularly. This role routinely uses standard office equipment such as computers, phones, and printers. This job operates remotely, in a home office environment. 

This position is remote,  candidate needs to be located in the Eastern time zone of the United States. Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Connecticut, Delaware, Georgia, North Carolina, Vermont, Virginia, West Virginia, Ohio, Pennsylvania, Rhode Island, South Carolina, Michigan, Tennessee, Florida, Indiana and Kentucky

Eleven Software is a Equal Opportunity Employer

Salary : $75 - $90