Customer Support Supervisor
Headquartered in Denver, Colorado, FRONTSTEPS is a SaaS company with a resident engagement platform to empower communities to be safe, informed, and efficient. More than 23,000 communities nationwide - that's 4.4 million homeowners - are covered by FRONTSTEPS services! We deliver solutions that simplify how management companies, homeowner associations, builders, and security & patrol experts build, connect, operate, and secure modern communities. With a focus on mobile-first technology and best-in-class integrations, our products make it easy for community leaders and homeowners to communicate, collaborate, and drive a more prosperous community.FRONTSTEPS is guided by the core values of 1) developing our people, 2) taking care of the customer at all times, 3) moving with purpose and urgency, 4) being open, honest, and transparent, 5) innovating and failing forward, and 6) being courageous.POSITION OVERVIEWThe Customer Support Supervisor position is responsible for supervising the Caliber Support team. We are seeking a candidate with strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, excellent communication skills and a track record of successfully leading people in a technical service-related support function.REMOTE OPPORTUNITYThis role is eligible for remote work. FRONTSTEPS is authorized to do business in AL, AZ, CO, CT, FL, GA, ID, IL, MD, MA, MI, MN, NV, NC, OH, OR, TN, TX, VA, WA, and WI. If you are not located in or able to work from a state where FRONTSTEPS is registered, we will not be able to consider you for this position.Job Responsibilities:
- Develops and evolves strategies to provide a single face to the customer across the FRONTSTEPS Product Suite
- Review and report on all interactions with FS Suite Customers
- Liaison with Product teams to advocate for internal tools necessary to support a single product mindset
- Coordinates and delivers resolution to the customer for complex cases spanning multiple products
- Designs and evolves escalation paths and processes across product support teams
- Facilitates training and education of suite integrations and touch points for internal team members and customers
- Provides status updates on a consistent basis to various stakeholders about strategy, performance, and other Suite KPIs
- Coordinates regular planning meetings and standups with senior Support Specialists, Analysts, Product and Engineering experts
- Perform the role of Technical Specialist as needed
- Contribute to the evolution of the Senior Technical Specialist role and job description
- Other duties as assigned
Skills & Qualifications:
- A bachelor's degree in business, accounting, computer science, information systems, liberal arts, or a related field preferred Experience managing technical network infrastructure
- Demonstrated use of CRM applications1 – 3 years supervising a non-exempt customer-facing team that includes performance coaching, scheduling and managing workload
- 3+ years working with Caliber Accounting Software in a Management Company or HOA
- 3+ years of experience in a technical customer service/support setting, strong preference for operating in a technical space with high degree of critical thinking and problem solving preferably in a SaaS environment
- Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames for a team
- Thoroughly understand, reproduce, and solve technical issues
- Able to handle escalated cases and customers with a high sense of urgency and follow through
- Able to work normal support cases as high velocity while driving customer satisfaction
- Passionate about continual learning and sharing knowledge
- Ability to communicate technical information to non-technical customers
- Comfortable supporting software both remotely and directly
- Strong team player who understands that proactive customer service comes first before anything else
- Ability to work cross functionally with many people without being constrained by your job function
- Collaborative, upbeat work ethic where you can take ownership and have fun
- Demonstrated use of CRM applications
This position may be based remotely with a salary of $55,000 - $65,000. Occasional meetings may be required in Denver headquarters.Benefits include the following:
- Medical, Dental, and Vision
- Company sponsored Short-Term Disability, Long-Term Disability, and Life Insurance
- Voluntary Life Insurance
- FSA/HSA
- Paid Time Off
- Sick Time
- Internet Reimbursement
- 401k match
FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.