Customer Experience, the LogicManager name for customer support, is all about supporting customers to ensure they have an amazing experience using the LogicManager application.

We are seeking candidates who possess splendid problem-solving and analytical skills, have a persistent craving to learn, and genuinely love helping people. This role’s core functions make it vital for team members to have superb communication skills, whether it be reaching out to a customer, or leading discussions internally with the Business, Product and Development teams.

The ideal candidates are process-oriented and go out of their way to make sure tasks are done efficiently and effectively. The Customer Experience team is highly dynamic, and its rapid growth requires employees to be adaptable and persistent.

As a Customer Experience Team Lead you will be responsible for overseeing a team of 3+ analysts to ensure their success. 

About LogicManager: LogicManager is a Boston-based software company that is recognized on Deloitte's Fast 500 as one of North America's fastest-growing technology companies. We’re actively preparing for our IPO, profitable, and place a heavy emphasis on promoting from within. We are recognized by Gartner and Forrester Industry Analysts as leaders and Great Places to Work certified for our company culture. We build enterprise risk management software that empowers thousands of organizations around the world to uphold their reputations while protecting their customers, investors, and communities. We believe even the toughest problems can be solved with innovative solutions. Join LogicManager and together we can build a better tomorrow.

What you'll be doing on our team

• Coach and mentor a team to: further their knowledge of the LogicManager application; manage their ticket queues; and complete their weekly and monthly objectives. 
• Manage and improve support processes to maintain high level of customer satisfaction and improve team efficiency
• Manage production support for LogicManager application, including new product deployments
• Product owner for suite of support tools including ZenDesk and Atlassian software.

About you and what skills you'll need

• 4-6 years of work experience
• Undergraduate degree or equivalent experience
• 2+ years of experience in customer or technical support for a SaaS product on Linux or cloud platform
• 1+ year of management experience
• Experience with a ticketing or case management tool i.e. Zendesk, Freshdesk, JIRA
• Strong sense of ownership and accountability to set and achieve goals for yourself and team
• Strong communication skills and ability to collaborate cross-functionally
• Strong analytical and problem-solving skills
• Familiarity with Linux and web application architecture

Award-Winning Culture: We’re named Best Place to Work / certified as a Great Place to Work® every year since 2016.

Industry Leading Customer Satisfaction: Top 30 fastest growing tech company in Boston and top 500 in North America. We recognized for our industries highest customer ratings and leadership recognition by Forrester and Gartner for our ability to execute.

Collaborative Offices: We have a modern, open floor layout designed for cross functional collaboration and employee growth. We also have conference rooms for brainstorming sessions and team meetings.

Downtown Location: We are located in Boston’s growing Seaport and Innovation District with great views of the channel and within walking distance to many restaurants, cafes, bars, and shops. Our offices are easily accessible by public transportation and a quick walk from South Station.

Great Benefits & Perks: We believe in supporting our employees with benefits that matter, which is why we offer competitive salaries, benefits, company stock options, paid vacation, community service days, and more. We also celebrate our successes with frequent company-sponsored lunches, happy hours, events, and other perks.

Leadership with a Vision: We are profitable, rapidly growing and control our destiny as we have no VC funding! We are a workforce of thought leaders and dynamic innovators coming together with a vision to dramatically improve the way companies protect their reputations.