Job Description

Sharetec is looking for a Customer Success Software Support Manager to join our team!

At Sharetec, we believe in a people first business. We have the opportunity to make millions of peoples' lives easier by developing innovative solutions for credit unions and their members to utilize on a daily basis. Not only do our customers rely on us to deliver powerful technology, but they also count on us to be a caring partner in their business.

As a key member of our Customer Success team, the CS Software Support Manager will play a pivotal role in managing and optimizing one of our software support teams, ensuring the delivery of high-quality service to our credit unions and driving an overall bold, powerful, and caring culture within our Customer Success team. The ideal candidate will have a financial institution background with a minimum of 5 years experience of delivering first-in-class customer service in a customer facing role.

This is a full-time exempt position with the flexibility to be based as a hybrid employee in one of three office locations (Fort Wayne, IN; Canfield, OH; Waco, TX). The starting salary for this position is $60,000-$70,000.

Essential duties and responsibilities will include :

• Lead a software support team, partnering with other Customer Success Support Managers, who are critical in delivering first-in-class customer service.
• Lead the strategy and vision for the support function, partnering with the CS leadership team to align the team's direction with the broader mission of the Customer Experience Group.
• Identify areas for improvement by understanding the underlying root causes of inefficiencies and partnering with the CS teams to provide resolutions,
• Set career objectives with individual contributors and proactively manage them towards achieving performance objectives (KPIs) while developing the team members against our core competencies.
• Lead the advancement of Customer Success processes by maximizing efficiency, values, and customer experiences across the customer base.
• Ensure attainment of core KPIs - CSAT, team NPS, and more.
• Act as a point of escalation to ensure prompt to issues and deficiencies reported by customers.
• Build strong partnerships across the organization

Qualified candidates should have :

• 3+ Years Financial Institution and/or Call Center Experience
• 2+ Years Management Experience
• 5+ Years Customer facing experience

Preferred Qualifications:

• Degree in Business, Communications, Information Technology, or a related field.

Why Sharetec:

Acquired by Evergreen Services group in late 2020, Sharetec is now marching towards rapid growth and expansion into new markets. We are a team of highly focused and dedicated individuals who stop at nothing to achieve success no matter how great or small the challenge; we are also a unique bunch of people that love to work and play together. We do our best to make fun a basic part of every day.

Sharetec offers a robust benefits package, including competitive salaries, medical, dental, vision, life and disability coverage, Paid Time Off (PTO), paid holidays (including your birthday off!), $1,000 employee referral program, 401(k) and 401(k) matching. We like to put the fun in the funds with department and company outings like paid food trucks, baseball games, bowling, and virtual escape rooms.

Sharetec is an equal opportunity employer.

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Compensation details: 60000-70000 Yearly Salary

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