Higher Logic - Manager of Customer Support

• Typically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degree. • Leadership experience in a multi-channel contact center environment • Experience training, mentoring, coaching and developing customer service teams • Has partnered with Product and Engineering teams to prioritize feature requests and bug fixes preferably in an agile software development environment • Has worked with customers ranging from small businesses to large enterprise organizations • SUPERVISORY RESPONSIBILITY: • Direct personnel management and team oversight • Inbound customer contact queues across all service channels (case, phone, chat, etc) • Setting and achieving team and individual goals • Defining, documenting and implementing team processes • EEO Disclosure