The Manager, Customer Support is responsible for managing a support team to provide appropriate and timely solutions to customers. Provides recommendations for support strategy and improvement of overall customer

Duties & Responsibilities

• Leads a team of support specialists to provide appropriate and timely solutions to customers.

• Diagnoses issues, identifies root cause and implements solutions.

• Works with other support leaders to resolve complex issues.

• Oversees company policies and best practices are applied while giving support to the customers.

• Ensures the team is properly trained in company products, tools and constantly learning about updates.

• Serves as a resource for solutions to complex issues.

• Responsible for accuracy in the department's knowledge base articles and FAQ's.

• Collaborates with sales, marketing and other areas to support customer needs.

• Participates in user meetings, group conferences, etc. to learn about industry trends and common customer issues to recommend innovative support strategies: Builds strong relationships with customers to provide overall customer satisfaction and brand loyalty

Knowledge, Skills & Abilities

• Coaching and mentoring skills to lead a team

• Ability to consult, lead and deliver complex operational projects involving multiple stakeholders

• Strong knowledge of testing processes and methodologies; strong technical skills

• Experience working with CRMs and/or issue management tool SaaS or e-Commerce experience

Qualifications

• 8+ years applicable experience and demonstrated success/knowledge

• 3+ years managing and developing employees

• 3+ years of specialized/industry experience

• Bachelor’s degree (or equivalent experience)

Hybrid Working Approach

At Epicor, we believe in providing our employees with a flexible and balanced work environment that supports both productivity and well-being. Our hybrid working model allows team members to enjoy the benefits of both in-office collaboration and remote work flexibility.

In-Office Days: Employees are expected to work from our office in Bracknell or Peterborough for three days each week. These in-office days are crucial for fostering team collaboration, and building strong working relationships. During these days, employees have access to all the resources and facilities available at our office, ensuring they can perform their tasks efficiently and effectively.

Remote Days: For the remaining two days of the week, employees have the flexibility to work remotely. This arrangement allows our team members to manage their work-life balance better, reduce commuting time, and work in an environment that suits their personal preferences.

Our hybrid working model is designed to offer the best of both worlds, combining the advantages of in-person collaboration with the flexibility of remote work. We believe this approach not only enhances employee satisfaction but also drives innovation and productivity within our teams.

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

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