Manager, Customer Care (Enterprise Support)
Have you heard of BlueCat? We’re one of those hidden gems that’s been operating quietly as a key player in the rapidly growing Enterprise DNS market. We harness the power of DNS to provide secure, centralized network infrastructure to some of the world’s biggest brands and enterprises (think Facebook, Apple and SAP). After years of experience, we moved into the security market, leveraging that goldmine of DNS data to help organizations protect their internal networks. At BlueCat we provide a unique opportunity to grow and gain exposure to broad sets of problems and diverse challenges. BlueCat is seeking a talented, self-motivated Manager to join our fast growing Customer Care Team.
The Customer Care team is a diverse and proactive team dedicated to outstanding customer experiences. We love problem solving and we take pride in being the face of BlueCat for our customers. We enjoy and thrive off of receiving feedback and having the opportunity to voice the needs of our customers to the overall organization. We are looking for a Customer Support Manager who will lead the Customer Support team and company-wide initiatives to promote an exceptional customer service experience for all our clients. We are looking for an enthusiastic and proactive individual to take ownership of the position, and develop creative and meaningful strategies to tackle barriers to providing superior customer service.
Responsibilities and DutiesCustomer advocacy. Maintain a big picture, strategic view of the customer, analyzing and understanding their utilization, training needs, and ensuring customers are well take care of. Raising awareness internally about time sensitive critical customer issuesLead the daily operations of the customer support teamMaintaining support KPIs, goals and objectivesSupport teams through escalations and help coordinate resources to drive resolutionManaging staff, hiring, performance review, maintaining appropriate staffing levels, coaching, and mentoringCoordinate with training staff to ensure a high-level degree of product knowledge, business process knowledge, including new feature knowledge.Develop and maintain growth development plans for team membersProvides consistent, balanced and timely performance feedback on customer support performance as related to call and case audits.Apply timely performance management standards and processes.Fosters a positive work environment and consistently supports continuous learning.Act as a liaison to Product team regarding issue management (identification, escalation and prioritization).Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution.Establishes best practices and maintain quality controlProvides support on special projects (i.e. Knowledge Base, Integrations, etc.).
Qualifications and Skills5-years’ experience in a similar role, building a support department.Background in managing technical staff and working within a Customer Support department of a software company.A passion for helping customers succeed.Critical decision-making capabilities and a “take ownership” professional attitude.Demonstrated ability to make plans yet able to alter them according to changing client demands and priorities.A proactive, energetic and go-getter mentality. Thrive in a multi-tasking environment.Ability to foster a teamwork culture.Excellent inter-personal skills, you’re genuinely interested in other people and show empathy for the customers.Excellent analytical capabilities, trustworthy and honest.Excellent verbal, written, and presentation communication skills with strong problem-solving skills.Plans for the day and identifies potential risks to success are communicated and actioned.Develop, coach, reinforce and manage operational standards, policies, procedures.Monitor and improve team performance, providing leadership, coaching and performance management in collaboration.Flexibility to work schedule for 24 x 7 in a 365 environment.