Manager of Product Support

Finalsite is the preferred website, communications, enrollment, and marketing platform of more than 7,000 schools and school districts in 119 countries around the world. The company's people, products and services transform how schools connect and engage with their community, recruit students and staff, and fundraise; while managing the complex requirements around data privacy, accessibility, hosting and security. Finalsite products and services include award-winning website designs, a robust content management system, mass communications tools, a powerful enrollment management system, innovative inbound marketing tools, data integration, training, support and marketing consulting. Finalsite is headquartered in Glastonbury, CT, USA with employees who work remotely in nearly every state in the U.S. as well as Europe, South America, and Asia. For more information, please visit VISION Finalsite will transform the way school communities engage with their schools. SUMMARY OF THE ROLE The Manager of Product Support is responsible for overseeing the successful operation of the Product Support team, ensuring attainment of key performance metrics and the delivery of top-tier customer service. LOCATION 100% Remote - Anywhere within the US RESPONSIBILITIES * Act as a key point of escalation for customer incidents and inquiries. * Manage the support of clients via ticketing, phone, chat and social media channels in a timely manner. * Train and coach colleagues and clients on specific Finalsite products due to their advanced level of knowledge. * Ensure scheduled coverage across phone and chat channels. * Undertake strategic initiatives to optimize performance across the Support team to meet key performance indicators and budget delivery * Hire and onboard new hires for seasonal volume and scaling needs. * Daily participation in team stand-up meetings, leading meetings as needs dictate * Stay up to date (through software update blogs, new help center articles, and trainings) on new product features and improvements, as well as web trends * Provide support, training, best practice, and implementation assistance across our Content Management System and suite of products. * Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests. * Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service. * Participation in the Support Management escalation process for site outages, time-sensitive and mission-critical client needs, and other major incidents. * Assistance with client training, in collaboration with the Product Education team, or Sales demo calls, as needs may dictate. QUALIFICATIONS AND SKILLS * Demonstrated leadership as a member of the Product Support team (5+ years) serving in a customer service or technical support capacity. * Oversight and delivery of team budget. * Associate's or Bachelor's degree preferred, or commensurate experience. * Experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred. * Ability to cover evening and weekend hours, as required. Link to All Staff Competencies and Mental and Physical Requirements RESIDENCY REQUIREMENT Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of the United States. Current residency, as well as continued residency, within the United States is required to obtain (and retain) employment with Finalsite. DISCLOSURES Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation. Ensure your Finalsite job offer is legitimate and don't fall victim to fraud. Ask your recruiter for a phone call or other type of verbal communication and ensure all email correspondence is from a email address. For added security, where possible, apply through our company /jobs.

Created: 2024-11-04