Client Care Manager

This role leads the Customer Support team at RainFocus, a software company for event management. The manager oversees a team of analysts delivering support across regions and channels, ensuring KPIs are met, handling escalations, and coaching team members. They work closely with implementation, operations, and development teams to provide a positive client experience.

Responsibilities

• Manage the day-to-day operations of a remote and offshore analyst across multiple regions
• Monitor the team’s daily activities and use analytics to help the team meet or exceed KPIs
• Perform regular quality audits of tickets for customers, partners, and internal contacts to provide coaching and feedback to improve agent performance
• Field internal and external escalations and engage clients with clear and concise written and verbal communication
• Conduct regular 1:1s, team meetings, stand-ups, and career planning with team members
• Coach, develop, and provide technical and business feedback to a team of remote employees
• Be a hands-on leader and work tickets as needed to support KPIs and maintain ticket volumes
• Represent bugs and enhancement requests with Engineering teams and cross-functional leadership
• Create and maintain reporting and analysis in Salesforce
• Monitor team metrics including CSAT, Response Time, Backlog
• Manage team scheduling and shift coverage
• Develop policies and procedures for the Support team including ticket handling and escalation guidelines
• Update internal and external content including knowledge-base articles, team training, and process documentation
• Develop technical expertise in RainFocus’ current product offerings and become an SME for team members and internal stakeholders
• Adapt to innovative and evolving technology and foster a team mentality that adapts quickly to changes
• Lead initiatives and special projects to meet department goals and objectives

Requirements

• 3+ years of experience in a Technical Support role (SaaS experience preferred).
• Proven work experience as a leader within a team environment
• Must be available during our core business hours
• Leadership and management skills supporting globally distributed teams
• Strong technical background with the ability to problem solve for diverse issues in a high pressure, complex platform
• Ability to provide leadership and direction to the team on technical matters
• Excellent communication skills, working cross-functionally across teams

Nice to have

• Experience in the event industry
• Technical certifications

Benefits

• As a member of the RainFocus team, you will have the opportunity to experience first-hand the impact of our platform at events around the world. Additionally, RainFocus offers competitive salaries, competitive benefits, 401k, generous PTO, and countless other team building activities.