Client Care Manager

🕒 July 22

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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RainFocus

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

☁️ SaaS

📣 Marketing

💰 Series C on 2021-09

SaaS • Marketing • Event Management

RainFocus is a comprehensive event marketing and management platform designed to elevate in-person, hybrid, and virtual event experiences. Utilizing personalized engagement and data-driven insights, RainFocus helps clients maximize brand identity and attendee interaction. Its integrated platform supports seamless registrations, content management, and attendee engagement across all events. With a strong emphasis on security and compliance, RainFocus is a trusted partner for organizations looking to optimize their event strategies and drive growth. The company also offers a range of on-site solutions and a mobile app to enhance event experiences and streamline operations.

📋 Description

• Manage the day-to-day operations of a remote and offshore analyst across multiple regions • Monitor the team’s daily activities and use analytics to help the team meet or exceed KPIs • Perform regular quality audits of tickets for customers, partners, and internal contacts to provide coaching and feedback to improve agent performance • Field internal and external escalations and engage clients with clear and concise written and verbal communication • Conduct regular 1:1s, team meetings, stand-ups, and career planning with team members • Coach, develop, and provide technical and business feedback to a team of remote employees • Be a hands-on leader and work tickets as needed to support KPIs and maintain ticket volumes • Represent bugs and enhancement requests with Engineering teams and cross-functional leadership • Create and maintain reporting and analysis in Salesforce • Monitor team metrics including CSAT, Response Time, Backlog • Manage team scheduling and shift coverage • Develop policies and procedures for the Support team including ticket handling and escalation guidelines • Update internal and external content including knowledge-base articles, team training, and process documentation • Develop technical expertise in RainFocus’ current product offerings and become an SME for team members and internal stakeholders • Adapt to innovative and evolving technology and foster a team mentality that adapts quickly to changes • Lead initiatives and special projects to meet department goals and objectives

🎯 Requirements

• 3+ years of experience in a Technical Support role (SaaS experience preferred). • Proven work experience as a leader within a team environment • Must be available during our core business hours • Leadership and management skills supporting globally distributed teams • Strong technical background with the ability to problem solve for diverse issues in a high pressure, complex platform • Ability to provide leadership and direction to the team on technical matters • Excellent communication skills, working cross-functionally across teams

🏖️ Benefits

• competitive salaries • competitive benefits • 401k • generous PTO • countless other team building activities