Job Description The Manager of Customer Support is responsible for maintaining effective customer support delivery for Revalize customers and partners by utilizing in-depth knowledge of company products, leveraging support best practices, and optimizing customer self-service. You will manage support personnel across multiple product areas and ensure team members are following the appropriate processes, procedures, policies, and service level agreements utilizing Revalize’s systems. Responsibilities Directly manage a team of individual contributors delivering support to Revalize customers and partners Monitor key performance metrics (KPIs) pertinent to the effective and efficient operation of the department to ensure on-time support delivery and customer satisfaction Set, monitor, and evolve individual contributor performance standards to meet our support service goals Coach team members to achieve high performance Contribute to the ongoing evolution of Customer Support as the business grows Assist in defining the training agenda for team members, including new hire onboarding, continuing product education, product cross-training, and certification programs Provide cross-functional feedback regarding the impact of product issue trends, defects, system stability, feature functionality, product usage trends, and overall satisfaction Drive cross-functional engagement to ensure customers have accurate and timely information on issue status Act as a primary escalation point for customers and internal stakeholders Meet with key customers, either solo as part of a team, as needed Participate in capacity forecasting and implement productivity programs for direct reports Participate in carrying out Knowledge-Centered Support and other self-service programs Make employment decisions Occasional travel may be required