Customer Support Manager

Position Type: Full Time, Salaried
Salary Range: $65,000 – $75,000
Work Location: Fredericksburg, VA
To Apply: Please submit your resume, letters of interest, salary requirements and availability to careers@reclaimhosting.com.

Reclaim Hosting Today

It’s Autumn of 2018 and Reclaim Hosting has entered its 5th year of business. We have been growing by leaps and bounds servicing over 60 institutions across the globe and thousands of clients in higher education. We are excited to form a new position within the company that will take a leadership role in building an even stronger customer support program.

Position Description

Excellent customer support is at the core of what Reclaim Hosting does, and the role of this new Customer Support Manager (CSM) will be to ensure that all customers receive outstanding support and that their needs are met. The manager will be expected to fulfill a leadership role overseeing the day-to-day operation of a growing staff of customer support specialists, and handling the workflow and escalation process for all customer-facing support.

Required Skills

  • 4 year degree from an accredited university
  • 4 or more years’ experience providing end-user customer support, preferably within a technical group to include:
    • Troubleshooting technical issues within cPanel/WHM and WHMCS environments
    • Using and managing Helpdesk ticketing software (Zendesk preferred)
    • Experience with Web development, blogging and CMS tools (example: WordPress, Drupal, Joomla, HTML, PHP, JavaScript, Plugins)
  • 2 or more years experience overseeing and managing employees
  • 2 or more years experience with customer mediation and conflict resolution skills
  • Experience managing interns/internship programs is preferred
  • Working experience within or supporting Higher Education communities is preferred

Desired Attributes

Self-directed Learner – Ability to learn new technologies and improve technical knowledge and skills
Creative Mindset – Ability to assess dynamic environment and make functional suggestions for improvement
Flexible/Malleable – Open minded to the ongoing evolution of a growing company and the diverse challenges and needs of the clients and the team.
Hospitable – Ability to approach clients with a generous spirit and friendly demeanor

Responsibilities

Establish Best Practices for Support Workflows – The CSM is responsible for creating policies and procedures for the efficient management of all customer support. All support specialists are expected to provide the same high level of support to our customers and it is the manager’s responsibility to ensure that staff is properly trained on all policies and adhere to them. Establish a structure to support customers off-hours and weekends. Serve as point of escalation for nights, weekends, etc.

Collect and Review Metrics – It is the responsibility of the CSM to work with established tools to collect and review analytics surrounding the effective resolution of support tickets. The CSM will review this data regularly with their staff and provide remediation for any support specialists not meeting the goals set.

Hire and Train Support Specialists and Interns – All customer support specialists and interns report to the CSM. It is the responsibility of the CSM to oversee the hiring process for any new support specialist or intern and their training. This may include conducting interviews, reviewing applications, providing training and mentoring, and collaborating with the cofounders on strategic growth of our support program.

Manage Customer Escalation – An important part of the CSM’s job is defusing situations with unhappy customers. When customers are unable to have their needs satisfactorily met by talking with a Customer Support Specialist, it is the job of the CSM to take over and attempt to appease the customer. Strong mediation skills are important in performing this duty.

Exploration – Reclaim Hosting encourages employees to spend a portion of their time towards the exploration of their own passions and interests. This may mean playing with new software, blogging about cool things that interest you, or something else entirely.

CoWork – Reclaim Hosting also owns and operates a coworking space in Fredericksburg, Virginia. All Reclaim employees who live and work in Fredericksburg are expected to assist with the daily maintenance of the space (answering the phone, taking out the trash, sweeping, cleaning off whiteboards, etc). All employees are knowledgeable in the plans and services CoWork provides to answer questions to any visitor or member.

Benefits

Holidays – 10 paid holidays per year

Paid Time Off – 2 weeks (80 hours) annually, cumulative rollover

Sick Leave – 10 days, resets each year

Health Insurance (Medical, optional Vision, optional Dental) – with company pre-tax contribution toward monthly medical premiums

Professional Development Funds – $500/year, can be used to purchase software or other technical materials related to your job, attend a workshop or training.

Retirement – Fidelity Simple IRA with company match up to the first 2% of base salary

To Apply:

Please submit your resume, letters of interest, salary requirements
and availability to 
careers@reclaimhosting.com.

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