Manager, Premium Support

| Greater Boston Area

Fuze is a global cloud communications and collaboration platform connecting the digital workforce. Through one simple, secure platform with a best-in-class user experience, enterprise technology leaders can transform communications, reduce complexity, and empower people to seamlessly collaborate on any device, whenever and wherever they want.

Are you a natural-born leader with a passion for innovative technology? Interested in a career where you’ll make a difference in the way various organizations communicate? The Fuze Customer Support Team is rapidly evolving and adapting to take on new customers and support an industry-leading Unified Communications as a Service (UCaaS) product suite. Our Customer Support Managers enable their teams to exceed customer’s expectations.

The Premium Support Program at Fuze is built to support customers who are looking for higher-touch services and a closer working relationship with Fuze. As a Manager in this team, you will assume a combination of responsibilities focused on delivering services to our Premium Accounts and collaborating with the larger Support organization to ensure high customer satisfaction and success.

Responsibilities:

  • Support and expand a growing team:
    • Identify top talent through recruitment while understanding current and future needs
    • Foster collaboration and a cross-functional environment
    • Coach and develop team members for optimal professional performance and personal growth
    • Communicate development feedback in an effective and timely manner
    • Establish goals and motivate to exceed those goals
    • Manage a team of 8-12 Service Delivery Managers who are each responsible for up to four customer accounts
  • Implement process and program improvements:
    • Work with Sales, Product Marketing and Support to identify and develop new support offerings
    • Introduce new methods to improve the way your team operates
    • Work to implement efficiencies with how Fuze is delivering Premium Support
    • Own the processes you put in place and take initiative in helping develop company communication surrounding the improvements
  • Build key relationships:
    • Establish rapport with your team’s customers
    • Be a strong advocate for your teams’ customers
    • Collaborate closely with our Sales and Product teams to ensure our customers’ needs are fully met
  • Strive for customer satisfaction:
    • Demonstrate passion for customer satisfaction and ignite that passion in others
    • Constantly assess and align resources to the needs of the business and customer
    • Proactively communicate with customers
    • Review cases to ensure expectations are exceeded

Qualifications - Required:

  • At least 5 years of customer service/support related experience including:
    • Direct people management experience
    • At least 2 years experience in a Premium Support or Account Management role
  • Demonstrated success in identifying, developing, and implementing operational improvements, resulting in measurable customer satisfaction improvements
  • Ability to distinguish between the urgent and the critical
  • Experience calmly handling complex technical environments and customers with high expectations
  • Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner
  • Bachelor’s degree or relevant work experience

Qualifications - Preferred:

  • Passionate about building and enabling teams to deliver exceptional customer experiences
  • Record of being a builder and driving projects to improve the customer experience
  • Ability to manage a geographically diverse team
  • Previous experience managing in a fast-paced, high-growth company
  • Previous experience in an enterprise support environment
  • Previous experience in telecom a strong plus

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Location

We're right in the heart of Copley Square with plenty of restaurants & bars in the area. The office is easy to get to with train & bus stops nearby.

An Insider's view of Fuze

What are some social events your company does?

Once a quarter, we host a theme party in our offices to get everyone together. Fuze Cruise, summer camp, Halloween, and a holiday party with a cookie swap to name a few of the recent ones. We also have a softball league during the summer and fall, and have done a few volunteer outings at local charities.

Amanda

Marketing Director

How do you collaborate with other teams in the company?

Fuze understands the importance of hiring the right people, preparing them to succeed and creating a culture of collaboration that mirrors that of the solution we sell.

Becca

Account Executive

How has your career grown since starting at the company?

Working at Fuze since 2014 has been immeasurably rewarding both personally and professionally. I've made lifelong friends, rubbed shoulders with business leaders from coast to coast, and taken my career to a level I didn't think possible.

Josh

Area Director, New England

What unique initiatives do you have that encourage innovation?

We look for people who have high energy and are up for a challenge. We're in the business of transitioning enterprises to the cloud with communication and collaboration software. Our market potential is massive when you think about the millions of knowledge works in global enterprises today.

Colin

CEO

What are Fuze Perks + Benefits

Fuze Benefits Overview

At Fuze, we believe in the power of our employees. Great employees build and support innovative products and make sure our customers are happy with the services we provide. With that, we offer a variety of perks and benefits to ensure our employees feel empowered.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Fuze offers an FSA and HSA to help employees cover out-of-pocket costs with pre-tax contributions.
Disability Insurance
Fuze offers disability insurance for all employees.
Dental Benefits
Fuze offers dental plans for each employee.
Vision Benefits
Fuze offers vision plans for each employee.
Health Insurance Benefits
Fuze offers a variety of health insurance plans for each employee.
Life Insurance
Pet Insurance
Wellness Programs
Fuze offers discounts to select area gyms.
Retirement & Stock Options Benefits
401(K)
Company Equity
Fuze offers stock options through its employee profit sharing program, including vesting over a four-year period.
Performance Bonus
Depending on the role, employees are eligible for a performance bonus.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Fuzers work the hours they need to get their jobs done. This allows them to create flexibility in their schedule when needed.
Remote Work Program
Fuze has an official Work from Anywhere policy, in which employees can work with their managers to develop a personalized work schedule.
Family Medical Leave
Fuze offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Flexible time off is unlimited and available to full-time employees.
Generous PTO
Flexible time off is unlimited and available to full-time employees.
Paid Holidays
Paid Sick Days
Flexible time off is unlimited and available to full-time employees.
Perks & Discounts
Beer on Tap
In addition to beer on tap, we also have cold brew coffee, iced tea, and kombucha.
Casual Dress
Commuter Benefits
Fuze offers a commuter benefit for all employees, which covers parking, MBTA, and bike share memberships.
Company Outings
Fuze has several outings including an annual holiday party, annual summer party, Boston Marathon party, along with other events throughout the year.
Game Room
Our cafe area is equipped with several board and card games, along with two ping pong tables.
Stocked Kitchen
Fuze has a fully stocked kitchen including numerous snacks, hummus, guacamole, yogurts, water, coffee, tea, LaCroix, and soda.
Some Meals Provided
Happy Hours
Every Thursday, we have a happy hour in the office which includes beer and wine.
Parking
Parking fees are typically covered under our commuter benefit policy.
Recreational Clubs
Fuze offers a variety of sports leagues including softball, ping pong, and more.
Fitness Subsidies
Fuze is able to offer fitness discounts to select area gyms.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Fuze will reimburse up to $2,000 per employee.
Diversity Program
Fuze is committed to creating a diverse and inclusive workplace through team-building exercises, the Fuze Women's Network, and more.
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