Team Manager of Technical Customer Support
Summary
The Team Manager of Technical Customer Support is responsible for building and supporting a team of highly motivated Technical Support Engineers in their pursuit of providing exemplary support to customers and creating an effortless experience through all support interactions. The primary responsibilities of the Team Manager is to provide effective team management through motivation and engaging leadership tactics, focusing on performance management as a principle of providing regular and direct feedback. Operating tactically and thinking strategically is key to success in this role.
Responsibilities:
-Provides ongoing mentoring, coaching and feedback to support optimal performance and development of team members
-Reviews team member development to identify and refer members that are ready for promotion, require improvement or should be considered ill fit for their role
-Ensures appropriate staffing of the customer support omni channels (email, phone, chat) at all times
-Conducts effective and well documented performance reviews
-Identifies and resolves interpersonal conflicts and resource issues
-Continuously improves process and operations within the team to drive higher quality results and more efficient workflow and processes - including the identification and implementation of new tools and systems to improve the efficacy of the team
-Point of escalation for the team when needing to involve other business units - especially when requiring an improvement to personnel issues or a customer impacting issue
-Strong communicator who ensures the team is well informed as a group and as individuals by means of receiving communication in different and consumable methods.
-Culture multiplier- focusing on driving a positive and vibrant culture which lives to the Workiva Values and Principles
-Training and Education: Creates regular development opportunities for team members in order to increase and reinforce competence in the Workiva platform
-Provides Subject Matter Expertise: Serves as a consultant to team members for the use of the Workiva platform
-Assigns new projects in accordance with capabilities
-Provides timely feedback to team members through regular 1 on 1 meetings as well to the team is general team meetings
-Keeps team(s) informed of Workiva product updates, enhancements or issues
-Consistently delivers on accuracy and completeness of projects
-Proactively stays current with industry trends, regulatory requirements and software enhancements, identifying and communicating new items as needed to aid team in performing tasks efficiently and effectively
-Evaluate and monitors the team and individual KPI’s to ensure delivery of expected customer support
What You’ll Need
Education
Undergraduate Degree or equivalent combination of education and experience in a related field
Skills:
-Excellent attention to detail
-Strong problem-solving, critical thinking, and decision making skills
-Strong customer service and interpersonal skills
-Strong communication skills (verbal, written & listening)
-Advanced leadership and conflict management skills
-Self-motivated and action-driven with the ability to take initiative, execute and follow-through -Well organized with superb time management skills
-Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements
-Proven ability to meet established timelines
-Personal, adaptable and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary
-Demonstrates strong sense of customer service - ability to solve issue with creative and punctual solutions
-Demonstrates strong teamwork orientation
-Demonstrated leadership skills - within the current team and ability to work with external teams to drive priorities for support and customer needs
-Experience in building or operating cloud computing infrastructure preferred
-Troubleshooting methodology to review issues of diverse scope and using data to analyze and resolve the issue
Experience:
-5+ years of experience successfully performed in the role of Technical Support Engineer, Network Engineer, Data Security Engineer or other customer facing role within Workiva or similar industry
-2+ years of experience leading or mentoring a team of technical engineers - focusing on practice areas such as networking, authentication, database and/or system administration practices preferred
-Standard Cloud Practitioner Certifications, Networking Certifications (CCIE, CCNA, Network+, etc) and programming languages (Javascript, Python,Go, SQL, etc.) preferred
Travel Requirements:
- Minimal travel
- Working Conditions & Physical Requirements:
- Reliable internet access for any period of time working remotely, not in a Workiva office.
How You’ll Be Rewarded:
Salary range in the US: $86,000.00 - $146,000.00
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401(k) match and comprehensive employee benefits package
The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.
Where You’ll Work
Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.
- Customer Success: Always delight our customers.
- Trust: Rely on each other.
- Integrity: Do the right thing, every time.
- Collaboration: Share resources and work together.
- Innovation: Keep creating solutions and finding better ways.
- Inclusion: Support a diverse community where we all belong.
- Accountability: Be responsible for your success and failure.
We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.
At Workiva, you’ll enjoy:
- Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
- Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
- Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more
- Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
Learn more about life at Workiva: https://www.linkedin.com/company/workiva/
Learn more about benefits: https://www.workiva.com/careers/benefits
Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic. We strongly encourage and welcome people from historically marginalized groups to apply.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.
Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.
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