Customer Support Manager

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Higher Logic

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

👥 B2C

☁️ SaaS

💰 $55M Private Equity Round on 2016-09

B2B • B2C • SaaS

Higher Logic is a leading provider of community engagement solutions. Since its inception in 2007, the company has been helping associations, businesses, and organizations build and manage their online communities. Its platforms, Higher Logic Thrive and Higher Logic Vanilla, facilitate member engagement, member acquisition, and customer retention through a variety of tools including AI, analytics, and integrations. Higher Logic empowers users to create and sustain meaningful connections with their communities, enhancing collaboration, advocacy, and customer experiences. The company focuses on providing comprehensive solutions for professional and trade associations, user groups, and both B2B and B2C markets.

📋 Description

• Responsible for leading a team of support specialists dedicated to providing world-class customer service to Higher Logic’s customers. • Overseeing all core people leadership functions including hiring, training, mentoring, and performance management. • Implements customer-centric processes and systems to enhance the team’s productivity and performance. • Foster strong peer-to-peer relationships and collaborate across the Customer Experience team and the company overall.

🎯 Requirements

• Typically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degree. • Leadership experience in a multi-channel contact center environment • Experience training, mentoring, coaching and developing customer service teams • Has partnered with Product and Engineering teams to prioritize feature requests and bug fixes preferably in an agile software development environment • Has worked with customers ranging from small businesses to large enterprise organizations

🏖️ Benefits

• Equal opportunity employment • Reasonable accommodations for disabilities