Customer Support Manager - Insurance Technology

Job & Department Summary:

- Organization is a worldwide leader in insurance technology, is currently searching for a Manager, Customer Support to directly oversee a group of Interface Customer Support Representatives.

- In this role, you will provide technical and product assistance to your team and field escalated customer issues as they arise.

- You will also work with Escalation Specialists, QA, and Product Management on calls that require their assistance.

- By setting an example for your team as a customer service expert, you will be responsible for overall customer support satisfaction levels of the customer base your team services.

Essential Functions:

- Establish and lead the offshore support team in Bengaluru, ensuring high standards of customer service and technical support.

- Play an active role in hiring new team members and training them initially and ongoing education of the Support Department by teaching classes, mentoring, and/or writing documentation

- Lead by example by maintaining a visible presence on the support floor when in the office and regularly communicating via other communication channels

- Conduct monthly "one-on-ones" with individual employees; hold monthly team meetings

- Ensure team members meet productivity requirements and Quality Check scores

- Monitor Team members call on a regular basis according to established benchmarks

- Write and administer evaluations at least 3 times per year

- Complete Monthly Team Reports

- Stays abreast of changes in Applied Systems' software, technology, and the industry

- Performs other duties as assigned by immediate manager or management team

Key Performance Outcomes:

- Builds and maintains a positive and productive relationship with teams

- Consistently meets project deliverables and deadlines

- Displays and articulates a fundamental understanding of the activities, objectives and challenges of the company's business units.

- Exhibits behaviors which exemplify Applied Systems' Core Values

Required Skills & Experience:

- Education: Bachelor's degree or equivalent work experience in a related field.

Experience:

- Min 10yrs of total expereince with at least 8 years of customer service experience, preferable in tech, insurance or business consulting environment

- Proven experience (5+ years) leading a customer support team in a technology-based company

- Understanding of ITIL principles and their application in managing support processes.

- Experience in handling 24/7 product support (Preferred US)

- Preferred with technical background to enable understanding of the products or services

- Successful track record of working and thriving in a dynamic, fast-paced and changing environment that is results oriented and collaborative

- Proven ability to effectively communicate with leaders

- Knowledge of performance evaluation and customer service metrics

- Willingness to work flexible hours to accommodate global support needs.

Technical / Functional Skills:

- Successful completion of Applied Certified Training

- Working knowledge of Support processes and tools; e.

- Confluence, Slack, Knowledgebase

- Proficient in various software platforms like CRM, ticketing systems, and customer service tools.

- Certifications and/or Licenses: ITIL certification Preferred

Competencies:

- Adaptability - Maintains a positive outlook; resists stress and works constructively under pressure; responds resourcefully to change and ambiguity

- Collaboration - Effectively works and collaborates with others toward a common goal; considers the needs and concerns of all affected groups; builds and leverages relationships across functions and organizations to achieve business results; constructively deals with conflict

- Communication - Writes and presents effectively; tailors message to the audience; possesses skills of diplomatic persuasion; skilled in interacting effectively with courtesy and tact; excellent executive presence

- Driving Execution - Drives continuous improvement in all internal processes; tackles problems head-on and works to resolve them without delay; intervenes to address barriers to achieving results and sources of lagging performance

- Innovative - Introduces or uses new ideas and methods that result in improved performance, better outcomes or higher productivity

- Time Management and Prioritization - Maximizes productivity; focuses on highest priority tasks while maintaining progress on other assignments; et realistic and efficient deadlines and goals.