Customer Support Manager

Overview:

You will lead the award-winning Customer Support team that is responsible for providing the world-class support our global clients expect from Allego. In this hands-on role, you will jump in to manage complex tickets and help close tickets during high volume periods while thinking about how to maximize customer interactions and how to improve our clients’ experiences. Your execution excellence will ensure that we always deliver quality service.

Whether it’s creating efficiencies in processes or developing ways to troubleshoot customer challenges more quickly, you’re a team-building problem solver who understands the value of quantity and quality. You’ll partner with Allego’s internal Ops and Product teams to ensure we’re exceeding all service-level agreements and that we’re on the forefront of all product changes and platform enhancements. 

We’ll count on your leadership talent to inspire and empower individuals to transform stressful situations into positive interactions via email and phone support.

What You'll Do:

• Manage a team of 3 direct and 3 indirect reports responsible for providing ongoing customer support and maintenance services
• Ensure Customer Support staffing levels and skill levels are at the appropriate level to provide exceptional support
• Analyze customer support data to proactively make informed decisions about operational and procedural changes
• Oversee the assignment and delivery of customer maintenance projects
• Own the process for provisioning new customer systems
• Serve as a product expert and escalation point for the Customer Support team for diagnosis and resolution of customer requests
• Oversee the management and tracking of customer interactions via Salesforce.com
• Maintain Customer Success Troubleshooting guides and documentation
• Drive collaboration to create and improve self-service resources for customers required to scale our support operations
• Support achievement of company customer retention goals
• Work with Allego Product and Product Development teams to escalate and manage resolution of client issues and problems. 
• Identify trends and gather customer feedback about product functionality and share with the Product Management Team. 

Requirements

Experience You Will Bring:

We are seeking candidates with proven experience working in small emerging growth SaaS organizations. The ideal candidate has proven leadership experience, excellent verbal and written communication skills who can manage and mentor people who are early in their careers. 

Technical competence and a desire to dive deeply into the product are important, along with the ability to convey that knowledge to non-technical audiences.

Other requirements include:

• Salesforce.com or other CRM / support ticketing system experience
• 5+ years in SaaS based Customer Support/Customer Service role
• Ability to lead and motivate a team
• Highly detail oriented and quality driven
• Strong written and verbal communication skills

Benefits

Allego offers a comprehensive and competitive benefits program that enables employees to choose the

benefits that best fit their needs and the needs of their families. Full-time new hires are eligible for most

benefits on the first day of employment. The following is a summary of the benefits offered to Allego

employees.

• Health Insurance
• Unlimited PTO
• 401K match
• Wellness programs
• Flexible schedule