Product Support Manager BidPal
Product and Technology
Indianapolis, IN, USA
The Support Manager provides leadership and management to a team that addresses questions from internal and external customers as well as partners on the BidPal platform. The Support Manager will take the initiative and innovation to the team to assist with moving Support to the next level. The Support Manager is responsible for ensuring the highest sustainable level of satisfaction related to the usage and delivery of BidPal's offerings. Candidates will be based in Indianapolis, Indiana.
Essential Job Functions
Manage Support Analysts who are responding to issues submitted by employees, customers and partners
Manage customer expectations to ensure satisfaction with BidPal products
Manage and prioritize case queues
Monitor and manage customer interaction and set appropriate expectations
Act as a customer advocate to Product Management and Development
Provide daily direction, performance feedback, and coaching to Support Analysts
Establish and monitor team goals
Coordinate scheduling and staffing around business needs
Track and document case trends and report back to the Executive management team
Travel to BidPal events to stay on top of current technology a minimum of once per quarter
Work with Product Management to establish a long-term support plan for all BidPal products and services
Collaborate with Training, QA and Operations teams to help create proper documentation, test plans and education materials
Manage customer escalations and work closely with Client Services & Consulting departments
B.S. in Computer Science, Informatics, MIS or related field required.
5+ years experience working in a support or technical environment and at least 3 years in a leadership role
Ability to develop and motivate a team
Ability to commit to a non-traditional work schedule, including on-call and weekend coverage. Saturday is a business day
Enthusiastic, can-do attitude with a sweeping emphasis on quality customer service and satisfaction
Solid interpersonal skills, patience, tolerance, and the ability to work with diverse personality types; conflict resolution, honesty, courage, and crucial conversation skills will help to foster strong communication
Legally eligible to work in the U.S
Excellent written and oral communication skills- Comfortable with technical and non-technical communications
Experience with start-up cultures
Experience working on agile teams
Experience with direct supervision
BidPal is the leading provider of technology that helps charities raise more money while adding fun and excitement to fundraising events. The company's commitment to helping nonprofits use technology to more efficiently manage their fundraising efforts has fueled explosive growth in BidPal's products and services. BidPal was the first to revolutionize charitable fundraising by introducing mobile bidding to the silent auction process. Today, BidPal has an expansive product offering encompassing a fully integrated, end to end fundraising software solution.
In 2011 charitable giving in the U.S. was estimated to be more than $298 billion. BidPal is well positioned to assist its not-for-profit partners to capitalize on the opportunity to maximize their fundraising capability.
You bring the drive to succeed and professional consulting experience to maintain BidPal's position in the marketplace as the leader in auction automation. We deliver the products, support and career growth you desire.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
BidPal, Inc. is an Equal Opportunity Employer and does not discriminate with respect to recruitment, hiring, or any other status of employment on the basis of race, color, religion, sex, national origin, disability or any other category protected by law.
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