Manager, Customer Support

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🔥 10 minutes ago

🏈 Alabama, Ohio, +5 more states – Remote

🏈 Alabama – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ☕ Washington – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Avenu Insights & Analytics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1978

🏛️ Government

📋 Compliance

☁️ SaaS

Government • Compliance • SaaS

Avenu Insights & Analytics is a firm dedicated to enhancing revenue recovery and compliance for state and local governments. The company provides a comprehensive suite of services and software solutions aimed at maximizing transparency and operational efficiency while helping taxpayers meet their obligations. With expertise in compliance auditing, digital transformation, and public records management, Avenu collaborates with government entities to identify new revenue opportunities and optimize citizen services.

📋 Description

• Oversee the day-to-day operations of the product customer support team • Supervise daily support activities and ensure timely resolution of customer inquiries and issues • Monitor and report on response time, resolution time, and customer satisfaction metrics • Coach team members and provide professional development opportunities • Oversee escalated customer issues and ensure complex problems are resolved quickly and accurately • Collaborate with engineering, product development, and other internal teams on issue resolution and knowledge sharing • Contribute to support process improvement initiatives • Ensure staff adherence to policies, procedures, and quality standards • Assist with recruiting and onboarding new support staff • Analyze support trends and proactively address recurring issues • Adapt to changing priorities and perform additional assigned duties

🎯 Requirements

• 5+ years of experience in customer support • At least 2 years of experience in a leadership role • Bachelor’s degree in Business, Computer Science, or related field preferred • Hands-on experience with Microsoft Office Suite • Experience with ticketing systems such as Salesforce and Zendesk • General system administration experience • Project experience • Prior experience leading cross-functional projects or teams • Strong leadership and team management skills • Excellent communication and problem-solving abilities • Familiarity with Salesforce, Jira, and other ticketing systems • Ability to handle escalated issues and work cross-functionally • Familiarity with conflict resolution and de-escalation strategies • Ability to remain seated for extended periods and regularly use computers and office machinery

🏖️ Benefits

• Competitive benefits and compensation package • Coaching and professional development opportunities