Customer Support Manager - KWI : Job Details

Customer Support ManagerDepartment: SupportEmployment Type: Full TimeLocation: Melville, NY Compensation: $140,000 / yearDescriptionThe Opportunity * This role will require you to be in office 5 days a week Monday-Friday* Are you ready to lead at the intersection of technology and customer experience? We're looking for a Customer Support Manager to join a high-growth Retail Tech companyrevolutionizing how brands connect with consumers. In this pivotal role, you'll oversee and inspire our Help Desk andApplication Support team, driving excellence in end-user support and application performance across our platforms.You'll be the strategic force behind streamlined support operations, empowering your teams to resolve issues quickly, improve customer satisfaction, and ensure seamless technology experiences for our clients. If you thrive in fast-paced environments, love optimizing systems, and want to shape the future of retail technology support-this is your moment.The Company We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, David Yurman, Tom Ford and many other globally recognizable brands. We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence. As a Customer Support Manager, you excel at the below core competencies

• Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
• Providing direction, delegating, and removing obstacles to get work done
• Leads by example; models the standard; expects more of self than others
• Anticipating and adopting innovations in business-building digital and technology applications

The impact you'll make

• Provide leadership and guidance to Support and Help Desk analysts, leads and supervisors while being their point of escalation.
• Manage teams shift schedules including our 24/7 Help Desk team.
• Ensure the teams provide the very highest level of service to KWI's Clients.
• Supervise the identification and escalation of open issues that represent risk.
• Supervise the troubleshooting, diagnosis, and resolution of technical issues reported for all KWI client applications.
• Ensure customer issues are escalated to the Development organization when appropriate.
• Audit calls & tickets to ensure they are clearly documented and properly tracked.
• Serve as the Support Services point of contact for software developers request for information, de-escalations, and corrective action requests which stem from ticket escalations.
• Ensure customers are kept well informed of the status of their requests.
• Make recommendations on standards and procedures for support operations.
• Provide training on new hardware and/or software applications as requested.
• Metric and SLA monitoring for Project Related reporting.
• Work with Product teams to stay abreast of upcoming features.
• Be available for rotational on-call support for Crisis Management.

What you will bring

• Bachelor's degree (or equivalent experience in lieu of education)
• 8+ years of professional experience in a technical support capacity with a minimum of 3 years of experience in team management within B2B SaaS environments
• Familiarity with the retail environment, a plus (POS and associated components).
• Strong analytical, troubleshooting, and problem-solving skills.
• Expertise with the retail environment strongly preferred.
• Knowledge of Apple iOS platform and associated Mobile Applications.
• Customer-focused and service-driven; desire to go the extra mile to provide excellent service.
• Must have flexible personality and creative mindset to identify out of the box, new or alternate solutions or workarounds.
• Ability to multi-task while also being highly detail-oriented and organized.

As a member of the KWI team you will receive

• Full Medical, Dental and Vision
• Annual bonus eligible
• Free gym in the building
• Generous PTO policy
• Summer Fridays....all year round
• Tuition Reimbursement
• Discount from building caf
• 401(K) with a 50% company match (up to 6% of employee contribution)
• Employee Referral Program
• (1) Volunteer day each year

Our work spaceWe understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days of Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.Our commitment to youAt KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.