Client Care Manager

Essential Responsibilities:

Manage the day-to-day operations of a remote and offshore analyst across multiple regions

Monitor the team’s daily activities and use analytics to help the team meet or exceed KPIs

Perform regular quality audits of tickets for customers, partners, and internal contacts to provide coaching and feedback to improve agent performance

Field internal and external escalations and engage clients with clear and concise written and verbal communication

Conduct regular 1:1s, team meetings, stand-ups, and career planning with team members

Coach, develop, and provide technical and business feedback to a team of remote employees

Be a hands-on leader and work tickets as needed to support KPIs and maintain ticket volumes

Represent bugs and enhancement requests with Engineering teams and cross-functional leadership

Create and maintain reporting and analysis in Salesforce

Monitor team metrics including CSAT, Response Time, Backlog

Manage team scheduling and shift coverage

Develop policies and procedures for the Support team including ticket handling and escalation guidelines

Update internal and external content including knowledge-base articles, team training, and process documentation

Develop technical expertise in RainFocus’ current product offerings and become an SME for team members and internal stakeholders

Adapt to innovative and evolving technology and foster a team mentality that adapts quickly to changes

Lead initiatives and special projects to meet department goals and objectives

Required Skills/Experience:

3+ years of experience in a Technical Support role (SaaS experience preferred).

Proven work experience as a leader within a team environment

Must be available during our core business hours

Leadership and management skills supporting globally distributed teams

Strong technical background with the ability to problem solve for diverse issues in a high pressure, complex platform

Ability to provide leadership and direction to the team on technical matters

Excellent communication skills, working cross-functionally across teams

Preferred Skills/Experience:

Experience in the event industry

Technical certifications