Monitors and collaborates with team members to ensure all Case Management activities align with N-able's Support Best Practices.
Optimizes and drives adherence to processes and practices for knowledge sharing and communication.
Monitors case load and ensures adherence to the SLA.
Oversees case management, including monitoring operational metrics, incident backlog review, and escalation tracking.
Mentors direct reports, provides growth opportunities, and conducts performance reviews.
Handles and resolves conflicts within the team or department.
Monitors KPIs to measure team performance and drive performance improvement.
Compiles efficiency metrics and presents recommendations to management to drive change.
Handles customer issue escalation and resolution through all levels of the organization.
Assigns and manages projects based on new product releases, call related issues and/or training needs within the organization. Tracks projects and initiates documentation based on project successes.
Provides empathy and understanding of customer issues and the impact on their business operations.
Develops individual and team objectives to contribute positively to organizational goals and direction.
Works across teams and functions (Technical Support, Business, Development, and Quality Assurance) to escalate and resolve defects.
Reviews departmental communication and processes, while recommending improvements and driving efficiency.
Reviews satisfaction survey data and leverages feedback to coach direct reports and drive satisfaction.
Ensures coverage for off hours issues, as defined by the SLA.
Handles staffing planning and resource allocation
Manages hiring, training and onboarding of new team members.
What You'll Bring
Technical Degree/Diploma, or a minimum of 5-7 years of experience within SaaS customer support environments, with 2+ years at the management level
Strong knowledge of industry best practice and IT infrastructure
Strong delegation and task management skills
Strong leadership skills in team motivation, coaching and development
Skilled at problem-solving, decision making, and negotiations
Strong interpersonal skills; able to communicate at all levels of an organization
Skilled in written and verbal communication to technical and non-technical audiences and at all levels of the organization, as well as across the customer base
Knowledge of support case management workflow and operational metrics
Able to manage multiple projects simultaneously
Able to navigate challenging situations in a professional manner
Experience working with Salesforce and understanding of SaaS architecture is a plus
Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization
Demonstrated ability to manage multiple and changing priorities and drive quality improvements
Purple Perks
Medical, dental and vision – for employee, partner, and children!
Generous PTO and observed holidays
2 Paid VoluNteer Days per year
Pension Plan with company-contribution
Employee Stock Purchase Program
Discounted gym access at several local facilities
FuN-raising opportunities as part of our giving program
N-ablite Learning – custom learning experience as part of our investment in you
About N-able
At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.
#LI-JH1
Manages the day-to-day operations of the Contact Center including recruiting, training, mentoring, motivating and managing a team of Support Representatives and Team Leads.
Monitors and collaborates with team members to ensure all Case Management activities align with N-able's Support Best Practices.
Optimizes and drives adherence to processes and practices for knowledge sharing and communication.
Monitors case load and ensures adherence to the SLA.
Oversees case management, including monitoring operational metrics, incident backlog review, and escalation tracking.
Mentors direct reports, provides growth opportunities, and conducts performance reviews.
Handles and resolves conflicts within the team or department.
Monitors KPIs to measure team performance and drive performance improvement.
Compiles efficiency metrics and presents recommendations to management to drive change.
Handles customer issue escalation and resolution through all levels of the organization.
Assigns and manages projects based on new product releases, call related issues and/or training needs within the organization. Tracks projects and initiates documentation based on project successes.
Provides empathy and understanding of customer issues and the impact on their business operations.
Develops individual and team objectives to contribute positively to organizational goals and direction.
Works across teams and functions (Technical Support, Business, Development, and Quality Assurance) to escalate and resolve defects.
Reviews departmental communication and processes, while recommending improvements and driving efficiency.
Reviews satisfaction survey data and leverages feedback to coach direct reports and drive satisfaction.
Ensures coverage for off hours issues, as defined by the SLA.
Handles staffing planning and resource allocation
Manages hiring, training and onboarding of new team members.
Technical Degree/Diploma, or a minimum of 5-7 years of experience within SaaS customer support environments, with 2+ years at the management level
Strong knowledge of industry best practice and IT infrastructure
Strong delegation and task management skills
Strong leadership skills in team motivation, coaching and development
Skilled at problem-solving, decision making, and negotiations
Strong interpersonal skills; able to communicate at all levels of an organization
Skilled in written and verbal communication to technical and non-technical audiences and at all levels of the organization, as well as across the customer base
Knowledge of support case management workflow and operational metrics
Able to manage multiple projects simultaneously
Able to navigate challenging situations in a professional manner
Experience working with Salesforce and understanding of SaaS architecture is a plus
Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization
Demonstrated ability to manage multiple and changing priorities and drive quality improvements
