Manager, Support

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ministry Brands

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

☁️ SaaS

🤝 Non-profit

📋 Compliance

💰 Venture Round on 2017-01

SaaS • Non-profit • Compliance

Ministry Brands is a leading provider of software and services designed for faith-based, non-profit, and purpose-driven organizations. Specializing in church management systems, digital engagement tools, payment platforms, and background screening solutions, Ministry Brands serves over 90,000 organizations worldwide. They offer innovative solutions to simplify operations, inspire generosity, and enhance communication, allowing churches and non-profits to focus on their mission. Their platforms support everything from financial management and donor engagement to volunteer coordination and safety compliance.

📋 Description

• Supervise a staff of client support specialists providing technical product support • Manage daily team workload to attain required service volume and quality levels • Monitor and review client responses and resolutions • Provide coaching and feedback in regular one-on-ones • Support critical customer escalations • Assess, propose, enhance, implement, and analyze KPIs to optimize team performance and client experience • Prioritize escalation needs and prepare commentary with Support Directors for weekly meetings • Conduct Support QA testing and relay findings and risks in companywide meetings • Assist with product documentation and product/system training as a subject matter expert • Review reporting metrics and client sentiment to identify improvement areas • Prepare team data and commentary for monthly leadership Business Reviews • Estimate client needs, workload, and capacity, and flex staff resources accordingly • Participate in performance management, evaluations, and hiring • Support adjacent department process rollouts • Collaborate with Operations management and cross-functional leaders to solve issues and implement solutions • Champion client experience improvement and Product, Service, and Process enhancement initiatives • Maintain individual and team knowledge of products, services, and platforms • Provide after-hours, weekend, and holiday coverage as assigned

🎯 Requirements

• Bachelor’s Degree or an equivalent combination of education and experience • 3+ years of experience working in a technical support environment • Experience working in technology is preferred • Proficient in Office 365, including Microsoft Word, Excel, PowerPoint, and Outlook • Demonstrated ability to learn and understand complex office software applications • Experience with client support ticketing and phone systems preferred; Zendesk and Purecloud used • Strong leadership, development, and organizational skills • Excellent verbal and written communication skills • Ability to prioritize work and handle multiple tasks • Excellent time management skills • Experience in Salesforce, Zendesk, and Azure Dev Ops is a plus • Strong attention to detail • Ability to work in a general office environment • Ability to handle extended periods of computer-based work, including telephone • Domestic and/or international travel required, estimated up to 5%

🏖️ Benefits

• Robust healthcare options • Flexible paid time off • Flexible work schedules • PTO for vacation • Up to 80 hours of paid sick/safe leave • 11.5 days of fully paid holidays • 401(k) contribution match of 100% up to 3% • Paid parental leave • Employee Assistance Program with no-cost in-person or virtual counseling • Professional development reimbursement • Employee recognition and rewards through Nectar, including redeemable award points