Manager - Customer Support

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

We’re looking for someone to lead our customer support team at Skyward. It will be up to you to establish our standardized best practices for existing SaaS product lines as well as new hardware & connectivity offerings. This role will work closely with other managers cross-departmentally to ensure customer needs are prioritized and resolved. You will oversee a team whose responsibility is to provide rapid customer support issue resolution and manage escalations.

• Develop and implement customer support methodologies and best practices. Including, but not limited to Skyward web and mobile SaaS management platform, data processing, Single Sign On, OEM software partnerships, SDK integrations, drone diagnostic, return authorizations and connectivity.
• Set customer support KPIs and pursue top service standards to meet them.
• Build and maintain work processes and relationships with all company stakeholders (Operations, Product, QA, Engineering, Customer Success, Sales and R&D).
• Act as the voice of the customer across the organization and guide customer support team initiatives.
• Provide insights based on data to identify improvements in the support teams day-to-day operation and routinely report out on those success metrics and critical learnings.
• Day-to-day people management and escalation point for the support team
• Develop and execute plans for personal team members development.
• On-boarding – build and maintain new team member training plans and playbooks.

What we’re looking for...

You are passionate about technology, drones, aviation, SaaS or all of the above. You’re a driven self-starter with a high level of personal integrity and curiosity, who can collaborate across teams. And, you’re an excellent communicator with a technical background. You have experience in managing and scaling successful support teams in either SaaS, hardware connectivity, or both!
You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Five or more years of customer facing support with at least 2 years of management experience
• Experienced with scaling and developing support teams
• Experience with developing new support processes and working with outside organizations to streamline the end-customer experience.
• Experience effectively partnering with cross-departmental managers to collaborate on company initiatives and goals.

Even better if you have one or more of the following:

• Effective technical writing and presentation skills.
• Support experience in SaaS & network connectivity.
• Experience with Salesforce, Zendesk (or similar ticketing software), customer success platforms (Client Success preferred), Skilljar and JIRA.
• Experience in the drone space, aviation and emerging markets.
• Experience in partnering and integrating with new solutions.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.