Manager, Support

🕒 Agosto 20

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 10%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Eptura

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

☁️ SaaS

🤝 B2B

🏠 Imobiliário

SaaS • B2B • Real Estate

Eptura é uma empresa global de tecnologia de trabalho (worktech) que fornece um sistema operacional unificado e baseado em nuvem para conectar pessoas, espaços e ativos. Sua plataforma SaaS combina gestão de instalações e ativos (EAM/CMMS), planejamento de espaço, reservas, gerenciamento de visitantes e gestão integrada de ambiente de trabalho (IWMS) com capacidades de IA incorporadas (Eptura AI) para automatizar a manutenção, otimizar imóveis e melhorar a experiência dos funcionários. A Eptura atende gestores de instalações, equipes de imóveis corporativos, líderes de ambiente de trabalho digital e equipes de segurança em clientes empresariais e governamentais (incluindo uma oferta autorizada pelo FedRAMP).

Descrição

• Lead, coach, and develop a team of Support professionals • Conduct one-on-ones, performance check-ins, team meetings, case reviews, and coaching sessions • Set expectations for ownership, responsiveness, professionalism, quality, documentation, and customer communication • Support hiring, onboarding, training, performance management, succession planning, and ongoing team development • Oversee day-to-day support operations and ensure issues are resolved accurately, efficiently, and within service levels • Monitor ticket volume, SLA adherence, backlog, aging cases, escalation trends, response times, resolution times, CSAT, DSAT drivers, quality scores, and knowledge contribution • Use data, dashboards, case reviews, and quality insights to identify trends, coaching opportunities, process gaps, risks, and improvement actions • Ensure consistent support processes, workflows, documentation, escalation procedures, case hygiene, and knowledge management • Forecast workload, assess staffing needs, manage coverage, improve queue health, and increase operational efficiency • Serve as an escalation point for complex, sensitive, high-priority, or business-impacting customer issues • Coordinate with Customer Success, Product, Engineering, Implementation, Cloud Operations, Sales, and other teams to resolve customer-impacting issues • Improve support workflows, escalation paths, internal communication, quality programs, reporting, and knowledge-centered support • Develop support playbooks, knowledge base content, templates, training materials, quality rubrics, and standard operating procedures • Champion AI-enabled support tools, automation, knowledge search, case summarization, and scalable practices • Translate customer issues, support trends, risk signals, and operational data into business insights and recommendations • Represent Support in cross-functional discussions and communicate customer impact, urgency, and root cause

🎯 Requisitos

• 5+ years of experience in customer support, technical support, customer operations, or a related customer-facing function • 3+ years of experience leading, coaching, or directly managing support professionals • Applicants must be U.S. citizens and currently reside within the United States to meet federal security clearance eligibility requirements • Experience working in a SaaS, technology, software, or technical support environment • Strong understanding of support operations, ticketing workflows, escalation management, service-level expectations, case quality, and customer communication standards • Demonstrated ability to manage team performance using metrics, reporting, quality reviews, coaching plans, and performance documentation • Proven ability to coach team members, provide direct and actionable feedback, and support employee development and accountability • Ability to drive root cause analysis, distinguish temporary mitigation from sustainable resolution, and ensure clear ownership for corrective actions • Strong problem-solving, prioritization, and decision-making skills in time-sensitive and customer-impacting situations • Excellent written and verbal communication skills • Comfortable working with Salesforce Service Cloud, Jira, Gainsight, Intercom, Freshdesk, workforce management tools, knowledge platforms, AI-enabled support tools, or similar systems • Preferred: Experience supporting B2B SaaS or enterprise software customers • Preferred: Experience leading distributed, remote, global, or multi-region teams • Preferred: Familiarity with workplace technology, facilities management, asset management, visitor management, enterprise SaaS, or related industries • Preferred: Experience improving support processes, knowledge management practices, quality programs, operational reporting, automation, or AI-enabled support workflows • Preferred: Experience partnering closely with Product, Engineering, Customer Success, Implementation, Cloud Operations, or Business Partner teams • Preferred: Demonstrated ability to lead through change and support teams during transformation

🏖️ Benefícios

• Health, Dental, Vision & Pet Insurance • Dependent, Spousal and Domestic Partner coverage available • Up to $1000 Company HSA Contribution • Medical, Dependent Care and Limited FSA Accounts • Income Protection and Replacement - 100% Company Paid • Short Term Disability • Long Term Disability • Life Insurance • Employee Assistance Program • Flexible PTO • 401K with company match • Flexible workspace environment