Manager, Customer Support

  • Location: Chicago
  • Department: Customer Success
  • Work Status: Full-time

Overview

At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

As a Customer Support Manager, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams.  The Support Manager should have intimate knowledge on all CS process and procedure.  On a daily basis, the Support Manager will be responsible for monitoring the specific team’s ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner.  The Support Manager will be responsible for balancing the team’s workload, reassigning tickets as needed due to PTO and scheduled training.  The Support Manager should be organized, attentive to details, and meet all of our department goals and metrics.  The Support Manager informs their Manager of issues regarding personnel, performance, client perception, and project status, and works closely with colleagues to ensure consistent, high quality service.  The Support Manager is also responsible for the professional development of their reports.

Responsibilities

  • Oversee team response to client questions, problems, and work requests on a daily basis  
  • Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data   
  • Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis  
  • Manage toward Customer Support KPI’s
  • Work closely and collaboratively with US teams to provide extended global support hours    
  • Oversee team as they provide complex responsive support to clients during normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management; early/late shifts. Minimal On-call shifts are required 
  • Oversee team as they complete all daily tasks and projects as requested, on-time, and with attention to detail and quality   
  • Provide excellent customer service using the communication methods designated by Relativity   
  • Provide direction and apply company policies to broader team(s) or sub-department
  • Translate business objectives and determines how to use resources to meet schedules and goals
  • Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends
  • Coach and develop employees to expand upon their technical and Relativity related skill sets.  
  • Develop and administer schedules and performance requirements
  • Demonstrate Relativity Management Competencies (Embodies Personal Learning, Builds High-Performing Teams, Aligns Goals with Strategy, Makes Effective Decisions) in daily work, and seeks opportunities to apply and enhance management skills to create sustainable success for Relativity 

Preferred Qualifications

  • Client-focused and ability to understand expectations  
  • Experience with Relativity is a plus, but not necessary
  • Professional written and verbal communication skills  
  • Ability to manage multiple tasks and projects with ease  
  • eDiscovery/eDisclosure knowledge and industry experience is a plus, but not necessary
  • Experience leading or managing a team at a call center or help desk

Minimum Qualifications

  • At least three years effectively leading a team or department
  • Ability to travel 10% of the time

About Relativity

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.