<ul> <li>Team Leadership: Lead and manage the support team, providing guidance, training, and performance evaluations to ensure high-quality customer service. Conduct 1:1s to develop and grow team members. </li><li>Customer Engagement: Regularly engage with customers to understand their needs, address their concerns, and build strong relationships. </li><li>Support Operations: Oversee the support ticket process, ensuring timely and accurate resolution of customer issues. Using data, evaluate and improve support processes to balance workload and ensure consistent support. </li><li>Training: Develop and implement a formalized training process for support staff, establishing clear guidelines and ensuring proper training to maintain consistent and accurate support. </li><li>Quality Assurance: Monitor and evaluate the quality of support interactions, providing feedback and implementing improvements to enhance customer satisfaction. </li><li>Technical Expertise: Provide technical support and guidance to the team, assisting with complex issues and ensuring effective problem-solving. </li><li>Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and shape future support initiatives. </li><li>Billing and Renewals: Manage customer billing and renewals, ensuring accurate processing and addressing any related inquiries or issues. </li></ul> <p>Qualifications:</p> <ul> <li>Bachelor's degree in a related field or equivalent experience preferred. </li><li>Proven experience (>5 years) in a support management role, preferably in a software company. </li><li>Strong analytical and problem-solving skills. </li><li>Excellent communication and interpersonal skills. </li><li>Ability to lead and motivate a team. </li><li>Technical proficiency and familiarity with support tools and systems. </li><li>Strong organizational skills and attention to detail. </li><li>Ability to work under pressure and manage multiple priorities. </li><li>Experience with financial software and managing billing processes. </li><li>Experience working with school districts or educational institutions. </li></ul> <p>Desired Qualities:</p> <ul> <li>Approachability and servant leadership. </li><li>Curiosity and initiative. </li><li>Strong communication abilities. </li><li>Ability to empathize with customers and understand their use cases. </li></ul>