The Opportunity: 

Mersive is a rapidly growing software company in downtown Denver that offers an award-winning wireless collaboration product suite that is transforming how organizations work and learn. We’re seeking a seasoned Customer Support Manager to join our award-winning team!
Leading our talented Support team means taking care of our customers from the inside out. 

We’re looking for a qualified manager with passion for driving customer advocacy through customer excellence and a thirst for solving customer’s problems. 

This position reports directly to the Vice President of Customer Operations.

Who we are:

Headquartered in Denver, Mersive Technologies is well-known as a market disruptor in the collaboration software space that has had 3 straight years of profitable operations and double-digit sales growth. This combination of innovation, rapid growth, and profitability make us a unique technology company. Our wireless collaboration products make the world’s meetings better by a more productive and engaging experience. Among our customers are over 30 Fortune 100 companies and Ivy League universities who use Mersive Solstice to make their workplace meaningful, connected and more enjoyable for everyone. Since launching Solstice in 2014 it has been deployed in over 100,000 meeting spaces through our worldwide sales and integrator partner network.

But who are we? We are a diverse team of over 150 dedicated people who genuinely care about our work, customers and each other. We promote a culture of innovation, trust and accountability.  We value transparency, intellectual honesty, hard work and community.  Mersive is growing quickly, and we are looking for folks who like a challenge and aren’t afraid to break new ground in either technology or business models.

Roles and Responsibilities

• Provide outstanding customer support directly and indirectly to Mersive’s customers
• Ensure all customers’ issues are managed and resolved diligently within defined Service Level Objectives
• Oversee the daily operations of a scaling customer support team; responsible for hiring, formal training, informal coaching, career development and performance management.
• Be the main escalation point for urgent issues from team members or customers
• Design and implement processes and systems to support and improve the technical support function from case management to critical situation management.
• Partner with Engineering in resolving product related issues and help drive scalable long term resolution.
• Engage regularly and partner with Sales and Sales Engineering teams.
• Define, track and monitor qualitative and quantitative metrics to drive team priorities and assist executive team with strategic decisions.
• Successfully deliver projects on time and on budget

Required qualifications/experience

• 2-5 years managing a customer facing support team
• 5-10 years hands on technical support experience
• Expertise in enterprise networking technologies and standards
• Outstanding troubleshooting and problem-solving skills
• Must be detail oriented with an eye towards project management
• Must be excited and able to work with ambiguity in fast changing environments
• 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
• Networking certification a plus
• Experience in Servicecloud, Jira and Confluence
• BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus

Why Mersive:

• Competitive compensation and benefits program 
• Work/Life Balance 
• Culture of collaboration, integrity, authenticity and innovation.
• High growth and endless opportunity