Manager, Support

The Manager, Support, supervises a staff of client support specialists who provide technical product support to clients and/or end users. You will manage the team’s daily workload to ensure required service volume and quality levels are attained. You will assist with critical customer escalations and train/coach your team in standard policies, procedures, and best practices to provide a high level of service to our clients. • Manage a team of support specialists, monitor, and review responses and resolutions with clients • Provide coaching and feedback in regular one-on-ones with Associates • Actively contribute to and foster a positive team culture that is grounded in feedback and focuses on client experience • Assess, propose, enhance, implement, and analyze KPIs needed to optimize team performance and client experience • Prioritize team's escalation needs and prepares commentary with Support Directors during weekly meeting • Responsible for Support QA testing as needed with assigned team and relaying findings/risks in companywide meetings • Assist with product documentation and product/system training as SME's (or identifies SME's as needed from within team) • Assist in establishing KPIs and evaluating team activities against those KPIs • Review and analyze reporting metrics and client sentiment to identify areas for improvement of the client experience • Responsible for team's data and summary/commentary for monthly leadership Business Reviews • Estimate client needs, team workload, and team capacity, and flex staff resources accordingly • Participate in performance management and evaluations of team members • Participate in the hiring of new team members • Support processes that align with adjacent department process rollouts • Participate as a member of Operations management team, collaborating with other managers and leaders to communicate status, solve issues affecting more than one department and implement solutions needing cross-functional involvement to attain joint objectives • Champion client experience improvement initiatives • Maintain individual knowledge and ensures team knowledge around the products, services, and platforms that we provide to our client base • Provide input to (and in some cases champion) Product, Service and Process enhancement initiatives to drive a stellar client experience • After hours, weekend, and holiday coverage may be required and assigned as needed •

• Bachelor’s Degree or an equivalent combination of education and experience • 3+ years of experience working in a technical support environment • Experience working in technology is preferred • Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook • Demonstrated ability to learn and understand complex office software applications • Experience with client support ticketing and phone systems preferred (We use Zendesk and Purecloud) • Strong leadership, development, and organizational skills • Excellent verbal and written communication skills • Ability to prioritize work and handle multiple tasks •

Ministry Brands is looking for a  Manager, Support to join our growing team!   Who we are Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.       Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual’s unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential.   What You'll Do: The Manager, Support, supervises a staff of client support specialists who provide technical product support to clients and/or end users. You will manage the team’s daily workload to ensure required service volume and quality levels are attained. You will assist with critical customer escalations and train/coach your team in standard policies, procedures, and best practices to provide a high level of service to our clients. Key Responsibilities: • Manage a team of support specialists, monitor, and review responses and resolutions with clients • Provide coaching and feedback in regular one-on-ones with Associates • Actively contribute to and foster a positive team culture that is grounded in feedback and focuses on client experience • Assess, propose, enhance, implement, and analyze KPIs needed to optimize team performance and client experience • Prioritize team's escalation needs and prepares commentary with Support Directors during weekly meeting • Responsible for Support QA testing as needed with assigned team and relaying findings/risks in companywide meetings • Assist with product documentation and product/system training as SME's (or identifies SME's as needed from within team) • Assist in establishing KPIs and evaluating team activities against those KPIs • Review and analyze reporting metrics and client sentiment to identify areas for improvement of the client experience • Responsible for team's data and summary/commentary for monthly leadership Business Reviews • Estimate client needs, team workload, and team capacity, and flex staff resources accordingly • Participate in performance management and evaluations of team members • Participate in the hiring of new team members • Support processes that align with adjacent department process rollouts • Participate as a member of Operations management team, collaborating with other managers and leaders to communicate status, solve issues affecting more than one department and implement solutions needing cross-functional involvement to attain joint objectives • Champion client experience improvement initiatives • Maintain individual knowledge and ensures team knowledge around the products, services, and platforms that we provide to our client base • Provide input to (and in some cases champion) Product, Service and Process enhancement initiatives to drive a stellar client experience • After hours, weekend, and holiday coverage may be required and assigned as needed • Other duties as assigned Who You Are: • Bachelor’s Degree or an equivalent combination of education and experience • 3+ years of experience working in a technical support environment • Experience working in technology is preferred • Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook • Demonstrated ability to learn and understand complex office software applications • Experience with client support ticketing and phone systems preferred (We use Zendesk and Purecloud) • Strong leadership, development, and organizational skills • Excellent verbal and written communication skills • Ability to prioritize work and handle multiple tasks • Excellent time management skills • Experience in Salesforce, Zendesk, and Azure Dev Ops is a plus • Strong attention to detail Physical Considerations: • Ability to work in a general office environment • Ability to handle extended periods of computer-based work, including telephone Travel Considerations: • Domestic and/or international travel required, estimated up to 5% Benefit offerings designed to promote a life of balance!     At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success.    Robust healthcare options – Employees have several healthcare options to choose from in order to find what works best for them.  Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!   Invest in your future – Ministry Brands matches 100% of your 401(k) contributions, dollar-for-dollar, up to 3%. Contribute 3%, and we add another 3%. It's well-earned money working toward your retirement from day one. Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.   Mental health support –Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provi