Customer Support Manager

Job Description

Salary: 65000 - 85000

Job Title: Manager, Customer Support

Location: US Based, Remote

Job Type: Full-time

About the Company

Performive is a Managed Service Provider (MSP) that specializes in partnering with growing Mid-sized companies by delivering secure, VMware-based cloud solutions, data protection, and managed security services, with on-demand engineering resources and industry-leading 24/7/365 Technical and Customer Support. With a consistent global platform to leverage, these medium-sized businesses can now access an elastic set of solutions and skillsets that simplify their day-to-day operations and allow them to focus on driving innovation and business growth.

We are growing and need a driven, highly motivated, and experienced MSP Technical Support Manager who will share our values of motivation, customer focus, service quality, and integrity.

If you have multiple years of experience managing and developing global MSP Technical Support teams and a passion for relentlessly improving customer experience through scalable processes, we look forward to hearing from you!

As a growing, globally oriented company, we offer a relaxed work environment and great benefits.

Overview

As the Performive Support Manager, you will be instrumental in ensuring the operational effectiveness of our 24/7/365 Technical Support Team. This role requires a confident leader with a strong aptitude, patience, and a proven track record of experience mentoring and developing MSP Support teams, fostering deep customer relationships, and proactively championing customer issues and concerns.

Responsibilities

Manage 24/7 scheduling, service quality, performance management, and continuous performance improvement of the Performive Support team to deliver exceptional customer service consistently.

Recruit, train, and develop high-performing global support teams comprised of remote onshore and offshore team members.

Cultivate a positive, collaborative, customer-centric, and global team culture with effective communication and a focus on exceptional customer outcomes, accountability, and mutual respect.

Utilize technical expertise and coaching skills to guide the resolution of complex support issues.

Maintain performance metrics for high customer satisfaction and operational efficiency.

Collaborate with other departments for continuous service improvement and elevated customer experience.

Develop and implement continuous training and career development strategies.

Promote a culture of mutual respect, accountability, honesty, and continuous improvement.

Distill best practices for scalable service delivery, efficiency, and customer retention.

Build and maintain alignment with internal stakeholders, teams, and company goals.

Qualifications:

Minimum 3+ years of experience managing and developing world-class 24/7/365 remote Technical Support teams of US-based and international engineers

Minimum 3+ years of MSP or SaaS technology provider experience.

Ability to recruit, train, and lead high-performing technical support teams.

Demonstrated experience in customer satisfaction measurement and improvement strategies.

Passion for Business Intelligence, KPI, Metrics, and data-driven decision-making to measure success.

Expertise in handling customer escalations and resolving complex technical issues.

Solid understanding of knowledge management best practices (AQI, SEO, Curation).

Proven track record of performance management and coaching.

Excellent communication and interpersonal skills.

Ability to thrive in a fast-paced and dynamic environment.

Comfortable adapting to a rapidly changing business environment.

How to Stand Out:

Previous experience with ConnectWise, Hudu, Bright Gauge, MSPCFO, Project Management, or Managed Services Provider (MSP) industry.

Technical understanding of VMware, AWS, Azure, Linux, Windows Server, DNS, and Virtualization Platforms.

If you are passionate about customer support and customer experience, have a proven track record of MSP Support management, and possess the technical expertise to drive continuous improvement relentlessly, we invite you to apply to Peformive today!

Performive is proud to be an equal opportunity employer.