Manager, Customer Support (Technical Pillar)

OneStream is hiring a Manager, Customer Support to oversee customer support operations and lead engineers providing technical support and issue resolution for its software. The role works with Customer Support and Remote Consulting leaders to improve processes, meet departmental goals, and maintain high customer satisfaction.

Responsibilities:

• Leads an assigned group of engineers, inspiring the team to meet or exceed departmental goals
• Conducts regular performance evaluations, provides constructive feedback, and facilitates professional development opportunities for team members
• Monitors departmental metrics such as response time, resolution time, and customer satisfaction scores, identifies areas for improvement, and implements corrective actions as needed
• Performs queue reviews to manage issues within SLA timeframes
• Responds to escalated issues from customers and internal groups
• Identifies opportunities for automation, process improvement, and security
• Ensures engineers complete standard compliance documentation and configuration checklists
• Holds weekly meetings with the support team and performs triage as necessary
• Collaborates with interdepartmental teams to address customer enquiries, resolve issues, and ensure a seamless customer experience
• Stays up to date on industry trends, best practices, and emerging technologies in customer support to continuously enhance support processes and capabilities

Requirements:

• Bachelor's degree in a technology-related field or equivalent work experience
• 5+ years of Software Support Helpdesk experience or experience in a Level 2 or Level 3 IT support environment, with 2+ years in a Team Lead or supervisory capacity
• Experience solving business and technical process challenges
• Experience documenting best practices and procedures in an IT knowledge base
• 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 analyse customer support data and metrics to identify trends, performance gaps, and areas for improvement
• Ability to communicate technical information and complex concepts effectively in a clear and 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
• All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship
• 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