Manager of Customer Support

About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.

About the Role

We want people who are passionate about fine-tuning the performance and accelerating the personal development of their team members.This role will play a critical role in building teams to ensure that every customer feels that they’ve been provided the highest quality support possible. This manager will help define strategy, hire and enable teams of a-players, implement new processes, and help educate our customer base.

Essential Responsibilities

• Discuss trends, issues, and strategy with leadership, and implement resultant changes on the shift
• Place the customer experience at the forefront of their work
• Manage & triage the queue to reduce wait times & optimize customer experience
• Schedule appropriate coverage for support duties and alert leadership to conflicts and gaps
• Coaching & Development for all the IC’s reporting; scheduling 1:1’s, providing feedback/ QA, discussing Individual Development Plans (IDP’s) and training and assessment needs
• Assisting the recruiting team in new hires and backfills for the Support Team; conducting Debriefs, Interview Kits, Job Descriptions and overseeing new Hire Onboarding process.
• Monitoring and approving PTO’s
• Act as first-point-of-contact for escalations to leadership
• Ensure escalations on shift are routed, prioritized, alerted, and resolved properly
• Provide weekly feedback to direct reports on productivity & QA
• Own handoffs between shifts on both an individual & leadership level
• Build effective relationships with cross-functional partners and stakeholders
• Develop, refine, and implement improvements to process and procedure regarding the administration and maintenance of applications.
• Should have experience working in a global organization and managing resources remotely.
• Owns the overall performance management of each team member - including providing frequent performance feedback & guidance, conducting formal periodic/annual reviews & salary planning.
• Lead people while demonstrating exceptional people handling skills, including conflict resolution, team motivation, and people development.
• Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process in order to provide consistent customer service.

Shift Timings: US Shift (6PM to 3AM IST)

Education

• Any Bachelor's Degree

Experience

• Overall work-experience of 10+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.
• Experience hiring and scaling teams across multiple pillars while managing globally
• Experience with support tools and phone systems.

Knowledge, Skills and Ability

• You are proactive and take ownership in all you do
• Excellent situational awareness in handling objections in dynamic customer environments.
• Excellent written and verbal communication skills.
• Leading cross-functional collaboration across global teams
• Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision
• Ability to attract, hire and retain high-performing support professionals
• Demonstrate strong work ethic and advanced organizational skills
• Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc - Added advantage