Customer Support Manager

Job Title: Manager, Customer Support  

Location: US-based Role, GA Preferred but open to Remote for the right candidate

Job Type: Full-time 

About the Company  

Performive is a Managed Service Provider (MSP) that specializes in partnering with growing Mid-sized companies by delivering secure, VMware-based cloud solutions, data protection, and managed security services, with on-demand engineering resources and industry-leading 24/7/365 Technical and Customer Support. With a consistent global platform to leverage, these medium-sized businesses can now access an elastic set of solutions and skillsets that simplify their day-to-day operations and allow them to focus on driving innovation and business growth.

We are growing and need a driven, highly motivated, and experienced MSP Technical Support Manager who will share our values of motivation, customer focus, service quality, and integrity.

If you have multiple years of experience managing and developing global MSP Technical Support teams and a passion for relentlessly improving customer experience through scalable processes, we look forward to hearing from you! 

As a growing, globally oriented company, we offer a relaxed work environment and great benefits.  

Overview 

As the Performive Customer Support Manager, you will be instrumental in ensuring the operational effectiveness of our 24/7/365 Technical Support Team. This role requires a confident leader with a strong aptitude, patience, and a proven track record of success managing world-class MSP Customer Support teams, fostering deep customer relationships, and proactively championing customer issues and concerns. 

Responsibilities 

• Recruit, train, and manage high-performing global L1 and L2 technical support teams comprised of onsite, remote, and offshore team members via phone, email, and ticketing systems.
• Manage 24/7 scheduling, performance management, and continuous performance improvement of frontline and backline Support teams, to ensure consistently exceptional customer service experiences. 
• Cultivate a positive, collaborative, customer-centric, and global team culture with effective communication and a focus on customer communication, service quality, personal accountability, and mutual respect.
• Utilize technical expertise and coaching skills to guide the resolution of complex support issues. 
• Maintain performance metrics for high customer satisfaction and operational efficiency. 
• Collaborate with other departments to continuously improve service delivery and customer experience. 
• Develop and implement continuous training and career development strategies. 
• Distill best practices for scalable service delivery, efficiency, customer retention, and knowledge management.
• Build and maintain alignment with internal stakeholders, teams, and company goals. 

Qualifications: 

• Minimum 5+ years of experience managing and developing world-class 24/7/365 remote Technical Support teams comprised of onshore and offshore technical support engineers.
• Minimum 3+ years of MSP, SaaS, or Cloud Service technology provider experience. 
• Confident ability to recruit, train, and lead high-performing technical customer support teams. 
• Demonstrated experience in driving customer satisfaction measurement and improvement strategies. 
• Passion for Business Intelligence, KPI, Metrics, and using data-driven decision-making to measure success. 
• Expertise in handling customer escalations and resolving complex technical issues.
• Solid understanding of knowledge management best practices (AQI, SEO, content curation). 
• Proven track record of performance management and coaching. 
• Excellent communication (written and verbal) and interpersonal skills. 
• Ability to thrive in a fast-paced and dynamic environment.
  

How to Stand Out: 

• Previous experience with ConnectWise, Bright Gauge, MSPCFO, Project Management, or ITGlue.
• Technical understanding of VMware, Azure, Linux, Windows Server, DNS, Veeam, and Virtualization Platforms.
  

If you are passionate about customer support and customer experience, have a proven track record of successful MSP Support management, and possess the technical expertise to drive continuous improvement relentlessly, we invite you to apply to Peformive today!

Performive is proud to be an equal opportunity employer.