Customer Support Manager

Veriforce is the fastest-growing SaaS-technology and services company in the global supply chain risk management market. We help industry-leading companies create and maintain operating cultures and work environments that optimize safety, promote sustainability, and foster collaboration across a broad spectrum of internal and external stakeholders. What separates Veriforce from the rest is our people. We hire highly-intelligent, growth-minded individuals that team well and continuously look for new, better ways of solving business challenges.

**Position Overview**

**Key Responsibilities**

**Leadership & Team Development**:

- Directly manage 2-3 Support Team Leads and oversee their teams.
- Provide coaching, mentorship, and performance feedback to ensure individual and team success.
- Foster a high-performance, customer-obsessed culture aligned with company values.

**Operational Management**:

- Monitor and manage KPIs, SLAs, and quality standards across all support functions.
- Partner with Team Leads to analyze performance data, identify trends, and implement improvement strategies.
- Ensure consistency and excellence in customer interactions across inbound and outbound channels.

**Customer Experience**:

- Drive initiatives that enhance the customer journey and increase satisfaction.
- Support escalated customer issues, collaborating cross-functionally for resolution when needed.
- Use customer feedback and analytics to guide improvements in service delivery.

**Process Improvement**:

- Identify and eliminate process inefficiencies through data-driven decision-making.
- Collaborate with cross-functional teams (Product, Compliance, Training) to align support operations with broader company goals.
- Lead or contribute to projects that improve scalability, automation, or knowledge management.

**Reporting & Communication**:

- Regularly report on team performance, challenges, and initiatives to the Director.
- Ensure clear communication between frontline teams and leadership.
- Maintain documentation and reports related to team metrics, initiatives, and key updates.

**Compliance & Security**:

- Enforce adherence to company policies, data handling standards, and Information Security Management System (ISMS) protocols.
- Promote a culture of compliance and security awareness across all teams.

Perform additional duties as assigned.

**Qualifications**

**Education & Experience**:

- Bachelor's degree preferred; equivalent work experience accepted.
- 3+ years in customer support, with 2+ years in a leadership or management role.
- Experience managing Team Leads and support teams in an omnichannel environment.
- Proficient with CRM and help desk systems; strong knowledge of Microsoft Office Suite.

**Skills & Competencies**:

- **Leadership**:Strong coaching and team development abilities; fosters accountability and collaboration.
- **Customer Focus**:Deep commitment to improving customer satisfaction and experience.
- **Operational Excellence**:Skilled in setting goals, tracking KPIs, and implementing process improvements.
- **Analytical Thinking**:Uses data to inform decisions and guide team strategy.
- **Communication**:Excellent verbal, written, and interpersonal skills.
- **Adaptability**:Thrives in fast-paced environments and leads teams through change.
- **Problem Solving**:Handles escalations effectively and encourages solution-oriented thinking.
- **Professionalism**:High degree of integrity, objectivity, and organizational awareness.

**Work Schedule**:
Full-time, Monday to Friday, with flexible hours between 7:00 AM and 7:00 PM. Occasional extended hours may be required to meet business needs.