Manager, Global Support

Position Overview

The Manager, Support role provides daily management and leadership of a team of Support Analysts, Senior Support Analysts and Principal Analysts. The individual will provide tactical support for the customers by working to improve team functions, individual performance, holistic efficiency, and work process. This person is generally expected to have advanced hands-on knowledge of the products/processes that the team supports. The manager role is a customer operations lead for a functional area and is responsible for resolution of escalated, complex and high profile customer incidents. 

Work Arrangement: Remote in UK

This role requires the individual to be based in UK Time Zone (GMT/BST)time zone.

Responsibilities

• Monitor analyst performance metrics and manage staff to meet department and team goals and metrics.   

• • Identify and communicate work schedules, assign projects, and regularly review the quality of work performed.  Assess the impact of team member decisions and solutions on the customers’ business operations.  
  • Coach direct reports to improve the level of service provided and conduct performance reviews including work with management to identify and take corrective action to improve performance.  
  • Participate in interview and selection for new hire and onboarding.  Identify training and development goals for direct reports. 

• Ensures that escalated, complex and high-profile customer issues and technical problems are handled effectively through frequent review of team performance to department goals.   

• • Interact with other teams and departments to obtain information, coordinate the use of resources, and drive effective communication with clients. 
  • Understand the roles and responsibilities in the business unit and department; engage resources at all levels as necessary to drive timely resolutions to customer problems.
  • Monitor and manage customer interactions for the team(s) to achieve customer satisfaction goals related to providing professional, courteous and knowledgeable service as measured via customer satisfaction surveys, aging, response and resolution times.  
  • Handle customer dissatisfaction via direct and timely communication with the customer to resolve complaints or concerns.  
  • Provide support account management and/or consultative support to high profile and/or customers in crisis as needed. 

• Perform scheduled case review meetings with customers to ensure a continuous touch point and addressing concerns as appropriate. 

• • Interact with colleagues and management to resolve customer issues effectively.  
  • Coach, mentor, and coordinate technical training and knowledge transfer efforts leveraging skills and knowledge of senior analysts, principal analysts and team leads.  
  • Lead process improvement, projects and integrate positive change into daily activities and operational processes.
  • Take a stakeholder role in Team management and department meetings and communicate updates and information to staff and leads. 

• Acquire and maintain expertise on Elite products and operating platforms.   

• • Maintain superior expertise in product area(s) that the team supports and a comprehensive working knowledge of how customers can utilize or adapt the software to effectively manage their business from a financial and operational perspective.  
  • Maintain high level knowledge of customer support and business of law industry best practices and trends. 
• Perform other duties as assigned to support departmental and company objectives.

Qualifications

• Bachelor's Degree in Business and/or Computer Science or equivalent experience.
• 6–8 years of experience in technical, financial and/or related customer Support service experience in a software environment 
• 3+ years supervisory or management experience.
• Knowledge in Microsoft SQL Server, MS office, MS Azure.
• Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems.
• Excellent organizational, time management, written and verbal communication skills.
• Ability to efficiently multitask dynamically and prioritize focus correctly.
• Working knowledge of computer hardware and network operating systems and expertise troubleshooting hardware and software compatibility issues across various configurations.
• Prior knowledge/experience in legal finance sector, professional services, or similar financial systems environment.
• Elite software experience a significant plus.
• Ability to travel up <10% as business needs require.
• Must be legally authorized to work in United Kingdom; Elite does not provide employment sponsorship for this position.

Benefits:

• Competitive Compensation Package
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Tuition Reimbursement
• Parental Leave
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program