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Resi Careers

Senior Manager, Customer Support

Locations: Westminster, CO

Position Status: FT Exempt

Salary Range: $90,800 to $115,000

Resi Media, LLC is a technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations, all over a standard internet connection, Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

We are looking for a Senior Manager, Customer Support to lead and scale our support team for significant customer growth. In this role, you will own all support-related customer contact responsibilities, strengthen our existing workflows, and support career development for your team. The ideal candidate is a big picture thinker with the ability to roll up their sleeves and get things done, while building effective working relationships with adjacent teams. If you are self-motivated, proactive, analytical, and enjoy improving efficiency and leading a team, we want to hear from you!

Responsibilities

  • Oversee the technical customer support team and manager, planning, monitoring and analyzing key metrics of the day-to-day operations to ensure positive customer experiences.
  • Conduct forecasting and capacity planning for the support team to align with company growth, products, and services that are efficiently scaled to meet customer growth, quality and performance metrics while being cost effective.
  • Partner with the company leadership to align customer service department procedures, systems, service levels and requirements with business objectives and implement improvements within Resi.
  • Provide detailed analyses, reporting and insights to Senior Management, as well as suggesting operational process improvements including leading the incident review process in the case of service failures or customer concerns
  • Oversee quality assurance programs ensuring service expectations are consistently met across all communication channels (Phone, Chat, Email, SMS) as well as methods are in place to record, assess, and analyze customer feedback.
  • Develop, implement, and monitor day-to-day operational systems, processes and procedures to provide visibility into the goals, progress, and obstacles of key initiatives in keeping with industry and business standards and evolving customer expectations
  • Identify and implement leadership development, coaching, and training to build an empowering team
  • Embrace a feedback culture by establishing clear expectations for direct reports through strong communication, goal setting, and performance metrics and management
  • Ensure reporting is created and structured to provide Senior Management on the health of the teams and the business, summarizing and analyzing data and trends across the department.
  • Collaborates with finance and leadership in the management and implementation of the department’s budget. Responsible for achieving revenue targets for support and the management of associated costs.
  • Set strategic goals for operational efficiency and increased productivity
  • Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment

Qualifications

  • BA/BS degree in Business, Operations or a related field
  • 6+ years experience managing customer support operations with a proven track record of managing global or distributed teams, planning and managing operational processes for maximum efficiency and productivity, and developing budgets and business plans.
  • Strong experience with cloud-based solutions for contact center, help desk (phone, mail, chat, self-service portals), scheduling and workflow management
  • Masterful organizational, communication, and leadership skills, backed up by previous professional success, including issue tracking, triaging, and escalations management
  • Strong working knowledge of data analysis and performance metrics using business management software
  • Team-oriented attitude with a willingness to serve others as your customers
  • Demonstrated leadership across a range of organizational levels and functions to lead projects across-teams, bringing focus and clarity where initially there may be degrees of ambiguity
  • Experience managing of Audio/Video production a plus
  • Demonstrated ownership, good judgment, good instincts, and high standards
  • Proficiency in Google Apps, Sheets, Docs, and web automation tools a plus
  • Up to 10% travel

This job operates in a professional office environment. This role consistently operates standard office equipment such as computers and phones. This is largely a sedentary role but may occasionally require moving Resi equipment weighing up to 50 pounds and bending or standing as necessary. This description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.

How to Apply

Email your resume to [email protected]. If you don’t meet every qualification, please don’t be discouraged to apply! We hire for talent and passion over experience. Visit resi.io/careers for more information about our benefits and other open positions.