Customer Support Manager

Remote

Full Time

Experienced

Customer Support Manager
Remote | Client Services | Full-Time

WHO WE ARE

Headquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 4,000 financial institutions nationwide. As a five-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.

At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.

THE ROLE

The Customer Support Manager is someone with a proven track record for managing and scaling the day-to-day operations of customer support for our ERM products. Responsible for mentoring and coaching employees as well as managing metrics. A strong commitment to client excellence and the ability to implement and execute is a must. The Manager is the face of the company and responsible for translating the vision, strategic goals, and priorities of the company both internally and externally.

YOU WILL

Lead, motivate, and develop a high performing team of Support Specialists; consistently monitor team to proactively identify potential problems, implement resolutions, and process improvements

Provide direction and communication to leadership team and employees to support the direction of organizational goals

Track bugs affecting users and work closely with product & development to prioritize cases effectively

Appropriately distribute workload and oversee case handling, escalations, and team projects

Evaluate and improve the efficiency of processes to maximize speed and quality; perform root cause analysis to drive the appropriate course of action

Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action

Manage the preparation and maintenance of weekly reporting and monthly KPIs that help determine trends, forecasting needs, etc.

Ensure that Support KPIs/SLAs are met or exceeded

Manage staffing needs to ensure appropriate coverage for all products

Ensure customer service excellence by actively monitoring support cases for trending concerns and opportunities for improvement

Build a world-class support organization; create a structure and culture that is fun, high-paced, collaborative, and inherently enjoys solving for the customer

Partner with cross-functional leaders to drive initiatives that serve the voice of the customer

YOU BRING

Five years minimum experience of directly managing a customer support team
Seven years of customer service experience
Three years’ experience in supporting a SaaS product
Bachelor’s degree or combined experience required
Experience in coaching and mentoring a support team

History of managing and scaling a high-volume support team

Proven problem solving and negotiating skills

Strong analytical background

Excellent written and verbal skills
SalesForce Experience; especially Service Cloud preferred
Call Center software/reporting experience preferred

Strong Excel background preferred

WE OFFER

A fun, fast-paced work environment
Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
11 paid holidays
Community and social events to keep you connected and engaged
Mental Health Benefits
Medical, Dental and Vision insurance
Company-paid Group Life Insurance, Short- and Long-Term Disability
Flexible Spending Account & Health Savings Account
Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
Pet Insurance
401 (k) with company match with eligibility on Day 1 of employment
2 Paid Volunteer Time Off Days
And much more!

Compensation Information

Pursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $100,000 to $120,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.

AAP/EEO Statement

Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Apply for this position

Required*

Apply with

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Cover Letter

Are you 18 years of age or older?*

LinkedIn Profile URL:

Website, blog or portfolio:

Desired salary*

Earliest start date?

If extended a job offer, are you willing to submit to a detailed background check?*

What are your preferred pronouns?

Referral Source?*

If "Referral Source" is Employee Referral, please list their name below. Skip if not applicable.

Are you legally authorized to work in the United States?*

Will you now or in the future require sponsorship for employment visa status (H-1B visa status)?

I certify that I, the undersigned applicant, have personally completed this application. I further certify that I have not knowingly withheld any information that might adversely affect my changes for employment and that the answers given by me are true and complete to the best of my knowledge. I understand that any omission or misstatement of fact on this application, or in any interview or document used to secure employment shall be grounds for rejection of this application or for immediate discharge if I am employed, regardless of the time elapsed before discovery.

I hereby authorize Ncontracts and any of its subsidiaries (the “Company”) to investigate all statements given in this application, including my references, work record, and educations as well as all other matters related to my suitability for employment, and unless otherwise noted, to contact my present and former employers. I also authorize the references and employers I have listed to disclose to the Company any and all documents and other information related to my work records and employment, without giving me prior notice of disclosure. In addition, I hereby release the Company, my present and former employers and all other persons and entities from any and all claims, demands or liabilities arising out of or in any way related to such investigation or disclosure.

I understand that nothing in this application or communicated during any interview creates a contract for employment between me and Ncontracts or any of its subsidiaries (the “Company”). I further understand that if hired, my employment with the company is at will, and that I or the Company may terminate my employment at any time without notice and without any reason. I understand that no promises or representations to the contrary are binding on the Company unless made in writing and signed by me and the President or Executive Vice President of Ncontracts.* I Acknowledge

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Human Check*

Submit Application

Ncontracts Careers

Customer Support Manager

Apply for this position