Job Description

Job Description

Manager, Level 2 Support

Job Summary:

This role is responsible for overseeing the functions and providing technical customer service direction for the Level 2 Support Team under the Tech and Data group. This manager maintains all aspects of department operations including analyzing support team activities, balancing workflow, evaluating and implementing service processes, ensuring a high level of quality while meeting customer demands, and facilitating training programs.

This individual will be a key contact for brand staff, providing unparalleled customer service. This person will play a key role in improving customer satisfaction and delivering coaching to team members to optimize staff performance and ensure SLAs and high-level service requirements are met. This role requires an individual with a highly developed sense of integrity and commitment to customer engagement and satisfaction. He/she should demonstrate a passion for excellence, possess a keen, analytical mindset, and be able to articulate clearly and professionally, both verbally and in writing. In this role, the ideal candidate will enjoy learning about the inner workings of new and existing technology in a fast-paced environment and can utilize their in-depth knowledge to effectively coordinate and oversee escalation processes.

Responsibilities:

* Manage a team of Level 2 Support Specialists to ensure high level customer service standards are maintained.
* Provide leadership, development and support to direct reports as well as other support staff as needed.
* Coach team members on productivity, performance, and communications.
* Organize and/or deliver training to Level 2 Support Team and relevant interacting teams.
* Manage and coordinate support transition activities for new applications to be supported by Level 2.
* Identify new product learning opportunities and coordinate product setup and training.
* Devise and plan new support initiatives to further the visibility and effectiveness of the Level 2 Support Team.
* Coordinate and manage support knowledge resources for team i.e. KB articles, process flows, FAQs, etc.
* Maintain and improve customer service standards or SLAs for optimal team performance.
* Manage Heat and JIRA tickets/queues for efficient and timely issue resolution.
* Collaborate with Brand Support Partners on support initiatives.
* Oversee L2 ticket escalation management process between Levels 2 and 3 Support.
* Act as primary lead for brand and customer escalated issues ensuring escalated issues are handled with priority.
* Act as a key contributor to resolution discussions and forums with Level 3 and various engineering teams.
* Establish policies and procedures that produce the highest quality customer service delivery and exceed industry standards.
* Identify and implement process improvements to streamline processes.
* Attain proficiency in products supported by Level 2 specifically in configurations, system processes and back-end business rules.
* Maintain a daily pulse on trending and widespread issues of all supported systems and proactively share known product issues with the Levels 1, 2 and 3 Support Teams and members of collaborating teams.
* Conduct analysis on team productivity and report on trends.
* Provide metrics, data and statistics for various analysis needs.

Qualifications:

* BA/BS degree (or the equivalent level of customer support experience @5 yrs.)
* 5 years minimum experience in Customer Support/Success, Account Management, or similar roles.
* Experience managing direct reports highly desirable, but not mandatory.
* Knowledge of real estate operations and practices preferred.
* Ability to understand and master technology, systems and software in relatively short timeframes.
* Experience supporting websites, CRM and Leads Management platforms strongly recommended.
* Experience using bug-tracking/issue management systems, experience with HEAT/JIRA recommended.
* Technical experience with a wide range of software applications (Teams, Zoom, MS Office, variety of web browsers, iOS and Android platforms, etc.)
* Exceptional written/oral communication skills with ability to clearly and effectively articulate complex functionality to end users as well as explain steps to replicate a problem with QA/Engineering teams for bug resolution.
* Superior organizational skills, customer focus, and ability to handle multiple competing priorities while paying strong attention to detail.
* Process-oriented discipline towards issue resolution and management.
* Strong interpersonal and team-oriented capabilities with demonstrated ability in Relationship Management.
* Self-motivated and self-directed, strong time management skills and proven analytical, troubleshooting, and problem-solving abilities.

LI-KG1
LI-Remote