Job Description

We are looking for a skilled Customer Support Manager to join our team. Are you looking for the next professional opportunity that will challenge you and advance your career? Join our team now! 

 
Why work at SMG?
SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. 
We offer our talent –

• Work hard, have fun environment – We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge.
• Ample opportunities to learn and grow.
• Fully Remote, fulltime position  
• Unlimited PTO   
• Diverse, experienced, friendly team which will welcome you, support you and challenge you.
• We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.

SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining SaaS technology with hands-on professional services to help organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. By delivering insights across the enterprise and measuring experiences at every touchpoint, our differentiated partnership model helps clients change the way they do business. 

As a Customer Support Manager at SMG, this is what you will do: 

• Manages and oversees day-to-day operations of the Software Support Engineers and Managed Service Delivery Experts 
• Guides and mentors, the team to ensure they follow customer support troubleshooting principles and deliver high-quality services 
• Provides ongoing status updates for respective team(s) and can dig into data to find insights using tools available 
• Implements insight-driven improvements with teams 
• Hires, onboards and ramps up new team members 
• Enforces customer support best practices across the team and high-quality deliverables 
• Collaborate with internal departments on escalated issues 
• Partners with the Director of Support to drive process improvements around Customer Support· 
   

 You are a perfect match for the role if you have: 

• 3 + years’ experience managing cross functional teams 
• 5 + years’ in a customer facing support roles 
• Strong technical expertise in SQL, HTML and CSS 
• Experience with Zendesk or similar ticketing software 
• Quick to pick up new technology (SMG uses proprietary software) 
• Strong data analysis and reporting capabilities resulting in process improvement suggestion 
• Strong customer service orientation and the ability to manage customer expectations effectively. 

• Excellent communication skills, with the ability to liaise effectively with both technical and non-technical stakeholders 
• Fluent in English. 
• Dedicated internet access (30Mb/s download / 20 Mb/s upload). 
   

What we offer to our talent: 

• This is a remote full-time position. You can work from anywhere which allows a minimum of four hours of business working hours overlap with US Central time zone. 
• Competitive compensation package and ample opportunities to learn and grow. 
• Diverse, experienced, and friendly team which will welcome you, support you and challenge you. 
• We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success. 

About SMG: 
SMG is a leading experience management (XM) provider, accelerating revenue for restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider—uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.