Manager of Support

1 month ago

Mount Waverley, Australia ECi Software Solutions Full time

For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done.
Who is ECI?
At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners. But ECI doesn’t simply deliver amazing software solutions; we also have an award-winning company culture.
- We offer competitive benefits focused on employee well-being, including paid volunteer time off
- We have been named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.
- We have received international recognition for our high levels of employee engagement through Certification as a Great Place to Work six years in a row.
- Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie®).

Come join a worldwide team with a strong culture of inclusion, professional development, and collaboration.
**Overview**: This role supports delivery in the APAC region at ECI Software Solutions, and reports directly to our Vice President of our Manufacturing for the division. As a key contributor, you will manage support agents. Your mission is to ensure exceptional technical support for our customers and partners, maintaining a consistent customer support experience in the APAC region.
**Key Focus Areas**:

- Support Management: Manage the customer support team, including resource management, hiring, mentorship, and performance management. Drive technical support outcomes and KPIs within the APAC region. Enhance operations by streamlining processes, leveraging automation, and eliminating inefficiencies.
- Customer-Centric Support: Coach team members to provide customer-focused support using proactive diagnostic techniques and strong communication skills. Develop strategies to enhance customer experience and team performance.
- Hiring, Enablement, and Career Development: Develop strong hiring practices, recruit skilled talent, and cultivate career paths for existing employees.
- Customer Advocacy and Strategic Thought Leadership: Represent thought leadership within the global support organization. Coordinate strategic projects to improve customer self-service options and analyze customer trends. Foster a culture of innovation and continual improvement.

**Daily Responsibilities**:

- Manage and mentor a team of support agents and product specialists, fostering growth and engagement, cultivating high-performance teams through operational rigor aligned with customer outcomes and our values.
- Own customer escalations and critical incidents, providing clear guidance and communication until full resolution.
- Liaise with Product, Engineering, Professional Services, and Sales to resolve high-priority issues. Collaborate with Product and Development teams to address customer concerns, adhere to SLAs, and drive top case drivers and enhancements, ensuring customer health and adoption metrics are maintained and improved.
- Drive teams to document playbooks and troubleshooting steps to reduce resolution time on complex issues.

**Minimum Requirements**:

- Experience as a team leader or manager in a high-growth SaaS software organization managing remote resources
- Demonstrated ability to maintain a customer-first approach, ensuring that the support team delivers an exceptional customer experience. Experience in identifying customer pain points and driving initiatives to improve customer satisfaction and retention.
- Strong verbal and written communication skills, with the ability to convey complex technical information to both technical and non-technical stakeholders. Experience leading and mentoring a team, fostering a culture of continuous improvement and professional growth.
- Ability to thrive in a fast-paced environment, managing change and adapting to evolving business needs. Experience leading through change and ensuring team alignment with organizational goals.

**Desired Skills/Experience**:

- Experience collaborating with Product, Development, Professional Services, Sales, and Account Management to resolve customer issues.
- Bachelor’s degree in Computer Science, Information Technology, Finance, Accounting or a related field. MBA, PMP, ITIL, or Agile certification is a plus.
- Strong understanding of software development processes, with experience in software[JS1] support for complex ERP or similar systems. While not required, experience with SQL, or database management is a plus. A foundational understanding of APIs, integrations, and system architecture is desirable.

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