The Manager, Support Team is responsible for leading a team of support engineers to ensure the delivery of exceptional technical support for ERP systems. This role focuses on managing team performance, overseeing escalations, and ensuring the team provides efficient, high-quality solutions to complex customer challenges.
As a customer-centric leader, the Manager fosters a culture of accountability, responsiveness, and continuous improvement, ensuring that the support team consistently meets or exceeds customer expectations. By closely monitoring operational workflows, case handling, and escalations, the Manager ensures timely resolutions and adherence to Service Level Agreements (SLAs).
The Manager works collaboratively with cross-functional teams, including Product Management, Engineering, and Customer Success, to resolve systemic issues, advocate for customer-driven product enhancements, and align on support objectives. Additionally, this role involves developing and implementing strategies to optimize support operations, improve team capabilities, and proactively address recurring customer issues.
This position requires strong leadership, problem-solving skills, and a customer-first mindset. The Manager, ERP Support Team, plays a vital role in shaping the team鈥檚 success while contributing to customer satisfaction and the overall effectiveness of ERP support operations.
Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.
Responsibilities:
Leadership and Team Management
Guide and mentor the support team, fostering a culture of accountability, collaboration, and continuous learning.
Set performance goals, provide constructive feedback, and develop individualized growth plans to enhance team capabilities.
Lead daily stand-ups to align on case priorities, escalations, and team blockers.
Escalation Management
Oversee escalated cases, ensuring adherence to escalation protocols and effective communication with stakeholders.
Act as an escalation owner for high-severity issues, coordinating resolution strategies with cross-functional teams.
Manage structured handling of escalations, escalating to Directors or senior leadership when required.
Process and Workflow Optimization
Continuously evaluate and refine support workflows, triage, and escalation procedures to enhance efficiency and customer satisfaction.
Lead initiatives for process improvements informed by performance data, feedback, and post-mortem reviews.
Ensure adherence to SLAs and proactively address cases nearing SLA thresholds.
Performance Tracking and Reporting
Monitor team performance metrics (KPIs), such as response times, backlog counts, and escalation summaries.
Analyze trends and generate weekly/monthly performance reports to inform strategic decisions and share insights with leadership.
Conduct quarterly strategic reviews to assess team performance, identify process gaps, and align on goals.
Resource and Capacity Management
Develop staffing and scheduling plans to ensure adequate support coverage, including shift rotations and flexibility for changing demand.
Optimize resource allocation to balance workload distribution and improve case handling efficiency.
Adjust headcount or allocate additional resources based on workload and business priorities.
Collaboration and Cross-Functional Engagement
Serve as the primary liaison between the support team and other departments, including Product, Engineering, and Sales.
Participate in cross-functional meetings to discuss product updates, recurring issues, and areas requiring collaboration.
Advocate for customer needs in cross-department discussions, ensuring alignment on issue resolution strategies.
Training and Knowledge Sharing
Assess training needs and organize targeted technical sessions with R&D or Product teams to address skill gaps.
Ensure the team contributes to and leverages the knowledge base, with regular compliance checks for accuracy and relevance.
Facilitate post-mortem reviews for incidents and outages, documenting lessons learned and implementing preventive measures.
Customer-Centric Operations
Foster a customer-first mindset within the team, ensuring all interactions prioritize responsiveness, clarity, and customer satisfaction.
Communicate effectively with customers during escalations, providing clear updates and managing expectations.
Maintain transparency and professionalism in all customer-facing communications to build trust and loyalty.