Software Support Manager • Lead

Who you are

You are a strategic leader with a proven track record in managing software support teams, particularly in the payments sector. You thrive in fast-paced environments and have a data-driven approach to decision-making. Your experience includes developing and implementing operational strategies that enhance client satisfaction and team performance.

You possess strong team management skills, having successfully hired, onboarded, and coached support specialists. You understand the importance of cultivating a positive team culture that emphasizes engagement and accountability. You are adept at identifying training needs and continuously upskilling your team to improve service delivery.

What you'll do

In this role, you will manage the end-to-end payment processing support experience for self-storage clients, with plans to expand into other verticals. You will develop and implement a strategic roadmap for support operations, focusing on efficiency, scalability, and service excellence. You will define and track key performance indicators (KPIs) to ensure that team goals align with broader organizational objectives.

You will lead a team of Software Support Specialists, fostering a performance-driven culture. Your responsibilities will include hiring and onboarding new team members, coaching existing staff, and addressing training needs to enhance service delivery. You will also develop and refine support workflows to ensure cost-effective operations at scale.

Your role will involve managing and improving performance metrics, including customer satisfaction (CSAT), ticket resolution time, and time to first response. You will collaborate with internal and external stakeholders to advocate for the client experience, ensuring that the support team meets the evolving needs of clients.

What we offer

Storable offers a competitive compensation package, with a salary range of $76,000 to $110,000 USD. You will have the opportunity to work remotely, allowing for flexibility in your work environment. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives in our team.

Join us at Storable, where you will play a crucial role in shaping the client experience and leading a dedicated team of support specialists. Your contributions will directly impact our clients' satisfaction and the overall success of our support operations.