Technical Customer Support Manager

Mersive - Denver, CO (30+ days ago)


Customer Support Manager
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We seek a seasoned Customer Support Manager to join our award-winning team! If you love the idea of working with a super-talented group passionate about building products that make meetings better for everyone, please keep reading: Mersive Solstice helps teams collaborate much more effectively by allowing anyone to bring their own devices and apps to meetings and share content concurrently. The product development organization is going to grow substantially over the coming months; we need a great manager who can take our customer support organization to the next level.

Successful candidates have a passion for quality and great customer experience and love solving problems on behalf of customers. We need managers with strong experience leading teams of Support Engineers, not just from an HR management perspective but from a strategic support services perspective as well. The best candidates will be those who continually seek out ways to improve the customer support process, documentation, and team effectiveness, leveraging data to drive those decisions and recommendations. We are looking for candidates with deep experience with some of the following: enterprise networking technology, collaboration software, IT configuration and deployment management, etc.

Required qualifications/experience

  • 3-8 years in customer support services, with 2-5 years experience managing support teams
  • Expertise in enterprise networking technologies and standards
  • Outstanding troubleshooting and problem solving skills
  • Able to be self-directed and motivated individually
  • Detailed and organized approach to work product
  • Demonstrated ability to lead in a dynamic, fast-paced environment
  • Excellent verbal and written communication skills
Desired qualifications/experience

  • Experience with cloud-based web stack technologies a plus
Mersive offers competitive compensation and benefits providing choice and flexibility for our employees. Our offerings include:

  • Comprehensive medical, dental and vision plans
  • Generous PTO plan
  • Company paid Life, AD&D, STD and LTD insurance
  • 401(k) retirement savings plan
  • Stocked kitchen with snacks and beverages
  • Collaborative, open and pet friendly work environment