Manager, Customer Support

We are COMPLY.  

For compliance people. 

We pride ourselves on being the champion for compliance professionals. We help clients navigate the ever-changing regulatory environment by merging technology, consulting, and education; We serve more than 7,000 clients globally through our solutions, and our high-growth organization has been recognized with numerous awards, including Inc. 5000, Institutional Asset Manager Awards, Private Equity Wire Awards, and the Women in Data & Technology Awards. 

Come join our growing team of over 300 talented innovators working together to forge the next generation of compliance technology.

To learn more about COMPLY, visit COMPLY.com

COMPLY is looking for a driven, passionate, and empathetic Customer Support Manager to take our highly rated customer support team to the next level! In this role, you will be responsible for supporting and mentoring the team by managing schedules, monitoring team performance, and taking the lead on any technical issues or client escalations that arise. Additionally, you’ll help identify and develop the teams’ strengths to set them up for success to excel within other parts of the organization. Our ideal candidate is patient with investigating and troubleshooting to effectively resolve issues, has a “How Can I Help” mindset, and is passionate about training and leading the team to provide an exceptional customer support experience. If this sounds like you, let’s connect! 

This is an opportunity to develop your leadership qualities by helping the team set and achieve goals that are line with the company’s vision. If you excel in this role, there is potential for advancement, learning, and overall career development within the organization! 

What You Will Do:

• Manage, mentor, and develop a team of passionate Customer Support Representatives to ensure they understand best practices and advanced concepts.
• Maintain the Customer Support Team Schedules (shifts, rotations, internal meetings & training sessions).
• Review and follow-up on actionable surveys, and feedback received from clients daily.
• Monitor team performance and metrics for phone volume, staffing levels and customer satisfaction to determine where process can improve through efficiencies.
• Take lead on any technical issues or client escalations that arise.
• Continue to develop your product and industry knowledge by serving as a subject matter expert and mentoring representatives who need assistance formulating solutions to the business needs of our expansive client base.
• Assist with updating and maintaining training documents.
• Provide continued education both internally and directly to clients on products to compliment platform knowledge. 
• Assist with updating and maintaining training documents.
• Assist with recruiting and hiring. 

Qualifications:

• Prior experience mentoring/leading and growing a Customer Support team is preferred. 
• Bachelor’s Degree concentrated in Finance, Economics, or Business. 
• Excellent customer-facing and communication skills, both written and verbal.
• Can independently see projects/initiatives through to completion.
• Flexible to changes in a dynamic environment.
• Exceptional organizational and time management skills.
• Superior troubleshooting, resolution, and analysis skills.
• Experience with Salesforce.com (or other CRM systems), SaaS technology, MS Office, software support is a plus!

COMPLY is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.

The company offers a wide range of perks including:

- Comprehensive medical, dental and vision insurance at little to no cost starting on day one

- 401k with a company match

- Supplemental benefits at a discounted rate including home, auto and pet insurance

- Unlimited PTO

- Professional Development reimbursements

- Remote opportunities available for most positions

- Time to get together in person for company happy hours, team offsites and more

Applicants must be authorized to work for any employer in the United States. Currently, we are unable to sponsor or take over sponsorship of an employment Visa at this time.

COMPLY is aware of scammers posing as COMPLY employees and extending job offers via direct messaging, texts and social media platforms. These are fraudulent and should be treated as such. To learn more about this, please review our Statement of Fraudulent Job Offers.