Manager, SaaS Support Services

Department: Operations

Employment Type: Permanent - Full Time

Location: Remote, US

Reporting To: Joe Mack Description

Finvi is looking for Manager, Support Services (SaaS).

This position will be remote. You may work where you live anywhere in the United States.

The RoleThe Manager, SaaS Support Services will be responsible for building a team and developing the standard operating procedures for Finvi's new to market SaaS collections platform, Velosidy. The role will require an experienced manager of Support Services who will be able to establish and maintain a high level of client satisfaction, closely monitoring support ticket volume, trends, and feedback from our customers. The ability to analyze data and iterate quickly and frequently on our processes to support this new-to-market product will be important to this manager's role.

Visa sponsorship or transfer of an existing visa is not available for this position. You must be authorized to work directly for any employer in the United States without visa sponsorship or transfer. What You'll Do

1. Define and Manage to Service Level Targets

Partner with client operations leadership to develop and implement customer service standards for new to market SaaS offering, Velosidy.

Establish Support KPIs to align with business goals and provide monthly updates regarding team's adherence to defined metrics.

Establish and enforce customer service standards, processes, and best practices to ensure consistent delivery of customer support services.

Act as point of escalation for internal and external stakeholders as it relates to customer support issues.

Develop and implement initiatives to streamline processes, increase customer self-service opportunities, and maximize customer satisfaction.

Make recommendations, develop, and implement continuous improvements to processes for customer service operations to enhance efficiency and consistency.

Ensure consistency in the quality of service to clients by setting, monitoring, and achieving department service goals, including:

o Development of dashboards where support trends are clear and easily accessible.

o Monitoring metrics daily/weekly/monthly at the team and individual agent level.

o Ongoing evaluation of processes, iterating upon best practices to meet service goals.

Be an advocate for our customers and our company by clearly and consistently sharing information/trends with internal stakeholders that may be valuable to delivery of Marketing, Services, Product Roadmap, etc.

2. Provide Supervision, Coaching and Direction to Support Services Team

Manage individual and department performance utilizing performance metrics/KPIs. Regularly monitor and review performance against these defined metrics to identify necessary training and improvements.

Remain up to date on industry trends, using this information to design continued education of team.

Foster an environment of open communication and mutual accountability.

Provide feedback consistently regarding team member's performance including efficiency, accuracy, timeliness, productivity, and teamwork to enhance development.

Ensure coaching is documented in a manner that aids employee development and supports feedback communication efforts.

Conduct and participate in meetings with team members that foster communication of company-wide information as well as team specific information.

Set specific, achievable goals for each team member, providing clear and achievable development paths.

Assist Support agents with the interpretation of support policies and clarification of internal rules and procedures.

Assist with administration/management activities, including but not limited to:

o Hiring

o Performance reviews

o Corrective action

o Recognition What You'll Need

Bachelor's degree (B.A. or B.S.) from four-yea college or university. Focus in business administration, management, or related fields are preferred.

5 years of experience managing support operations/team, preferably for cloud-based SaaS platform.

Related experience may include managing a technical support center for external customers.

Experience managing both individual contributors and supervisory level employees.

Experience managing and/or partnering with offshore, third-party contractors.

Is responsible for the overall direction, coordination, and evaluation of a team of support agents responsible for positive customer experience.

Ability to handle multiple projects or workstreams simultaneously.

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Preferred Qualifications:

Ability to work with all personality types.

Excellent interpersonal relationship skills.

Excellent negotiation skills.

Excellent organizational skills.

Excellent public speaking skills.

Excellent reasoning, decision-making, and problem-solving skills.

Excellent written and verbal communication skills.

Excellent skills in data analytics.

Experience using Salesforce, Tableau, Excel, Outlook, Teams, Confluence, and Jira.

Training or experience in financial or accounts receivable management industry a plus. What's In It For You

• Finvi offers, for most positions, a flexible work environment*
• Hybrid or remote unless otherwise identified*
• Flexible Time Off* for exempt roles to keep up with today's varied lifestyles and ample PTO** for non-exempt.
  • WA non-exempt employees can utilize up to 12 days of vacation per year and up to 6 days of paid sick leave per year.
• Competitive pay and 401(k) with employer match
• Health insurance with wellness discounts, medical, dental, and vision care
• Three (3) weeks Paid Parental Leave for new parents
• Eight (8) Paid Holidays throughout the year
• We invest in our employees through educational assistance and learning and development
• Robust Wellness Program includes opportunities to earn money for your Health Savings Account (HSA) or Health Reimbursement Account (HRA)
• Paid Volunteer Time Off Program to make a difference in your community
• Learn more about what Finvi offers here: https://finvi.com/about-us/careers/

Limitations may apply based on role and company need *PTO hours for non-exempt employees may vary depending on the state of residence.

The typical base pay range for this role across the U.S. is USD $100,000 -$120,000 per year.

Finvi has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role (the applicable base pay range will depend on what ultimately is determined to be the candidate's primary work location). Individual base pay depends on various factors, in addition to primary work location, such as comp