Manager, Customer Support

The Customer Support manager provides daily direction and leadership for a team of leads and customer support specialists.

These teams provide high-touch, customer support for large Enterprise financial customers.

The team’s daily responsibilities include order management via integrated systems, telephone and email communication with clients and internal teams for transaction processing, and exception handling for orders that require corrective action or enhanced service.

The Customer Support manager is responsible to ensure a robust support delivery process that enhances our customer’s experience and fosters strong and effective relationships amongst our internal delivery teams.

Successful candidates can deliver positive customer experiences through consistently high-quality, scalable, and proactive customer support delivery.

You will implement and mentor best practices across the Enterprise Customer Support Team Leads , enabling consistent performance with regard to quality, SLA adherence, and efficiency at the individual team member level.
What you will work on
* Leading teams to support the provision of real estate valuation services to large, enterprise financial clients
* Provide hands-on leadership and direction to resolve escalations related to order-quality, ensuring timeliness and high-quality deliverables
* Work directly with internal teams to ensure customer issues are resolved as expediently as possible
* Work with management peers and leadership to define OKRs and KPIs for enterprise support success
* Work closely with our customer success teams and our customers directly to enable innovation in workflow management and execution
* Effectively manage team leads to manage the daily workload and relationships necessary to ensure exceptional performance and resulting customer experience
* Collaborate with stakeholders, including operations and engineering teams, to understand and enhance current workflows by identifying pain points, risks, and points of failure
* Create project and implementation plans for proposed solutions to improve workflow processes and service delivery
* Help build and shape the future strategy of the Enterprise Support team
* Availability outside of regular business hours to manage critical issues
Who we are looking for
* 3-5 years experience in managing support for large, enterprise financial customers
* Ability to successfully interface and build strong working relationships with internal and external stakeholders, cross-functional teams,, and C level executives with complex support needs
* Hands-on experience working with customer-facing teams, including incident management and escalation teams
* Strong project management skills and organization
* Effectively manage a budget and labor costs in order to meet revenue goals.
What You Can Expect
* Competitive compensation and immediate contribution!
* Inclusive benefits package offerings 401k plans and customizable benefits including dental, vision, medical, etc.

for you and your dependents.
* An innovative culture that understands the importance of quality of work over quantity.
* Company supported and employee-driven ambassador groups that promote diversity, working on a hybrid schedule and philanthropy.
* Learning and development programs to help advance your career and personal growth.

What We Value
* Wherever it leads, Whatever it takes!

We believe in making the impossible possible!
* Thrive personally, grow professionally?be happy!
* Innovate, learn, lead
– Knowledge and growth is never ending!
* We believe in hiring nice people because anything is possible when you have the team’s support.
* Improving the lives around us
– A smile could change the entire world.
* Be the most trusted, respected, and loved real estate valuation company in the world.

About Us
Clear Capital is a national real estate valuation technology company with a simple purpose: build confidence in real estate decisions to strengthen communities and improve lives.

Our goal is to provide customers with a complete understanding of every U.S.

property through our field valuation services and analytics tools, and improve their workflows with our platform technologies.

Our commitment to excellence — wherever it leads, whatever it takes® — is embodied by more than 1,300 team members across four brands (Clear Capital, Clario, CubiCasa, and REO Network) and has remained steadfast since our first order in 2001.

Clear Capital is an equal opportunity employer.

To all recruitment agencies: Clear Capital does not accept agency resumes.

Please do not forward resumes to our jobs alias, Clear Capital employees, or any other company location.

Clear Capital is not responsible for any fees related to unsolicited resumes.

INDP