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Manager, Software Support

SilkRoad Technology

SilkRoad Technology

Customer Service
United States · Remote
Posted on Saturday, May 18, 2024

Rival is the intelligent Talent Acquisition engine powering stable agility for HR teams. Our suite of recruiting, onboarding, learning, and performance products is architected for agility, optimized with automation, and designed to scale and adapt to our customer's evolving needs.

We are seeking a Manager of Customer Support who will manage a global team of software support representatives who provide technical assistance to customers using Rival's suite of Talend Management software. This role will be pivotal in bringing our talented team to the next level and building on the world-class experience our customers enjoy.

This is a salaried, exempt position with a salary range of $80,000 - $90,000 annually, in accordance with experience and qualifications. In addition to salary, we provide a comprehensive benefits package including health, life and disability benefits, wellness programs, 401(k) plan with company match, flexible PTO and many other perks. A full benefits overview is available upon request. Rival complies with all applicable labor laws and promotes pay equity across our organization.

Your contributions to Rival will include:

  • Managing Rival’s customer support team, ensuring a world-class customer experience, acting as key point of contact for escalated issues.
  • Ensuring excellent customer management through value-based relationships inclusive of timely communications, responsive follow through, and advocacy for customer issues within internal departments.
  • Contributing to strategic planning, goal setting and service standards for the Customer Support team.
  • Providing metrics on customer satisfaction, issue trends, resolution time and case status.
  • Identifying and reporting on issue escalations and risk areas, and providing meaningful product insight to leadership, Account Management, Engineering, Development, Security, Operations and Product teams.
  • Continuously prioritizing issues of varying severities and managing the resolution of all issues within the required service level agreements, with a goal to exceed customer expectations.
  • Effectively ensuring root cause analysis is completed for any report of severity 1-level issues including business impact, timeline, steps to remediate, resolution, and mitigation strategy.
  • Assisting in the development of Rival’s support programs, policies governing customer correspondence and resolution of customer escalations, and overseeing the execution of these initiatives.
  • Ensuring online technical support documentation is updated and maintained to reflect current product information.
  • Managing a digital support model and overseeing creation and maintenance of self-service/chatbot responses and support collateral available in our Rival community portal.
  • Responsible for all aspects of people management, including hiring decisions, managing performance, mentoring and professional development of team.
  • On-call position.