Job description

Sr. Manager of Customer Support

About Us

Hi, we’re Gappify. We innovate and create technologies to help large accounting teams maximize their talents. Our customers include top household tech brands, and our supporters include well-known industry leaders and top financial institutions/venture firms such as Morgan
Stanley, Stage 2 Capital and Rally Ventures. We’re headquartered in Oakland, California, with offices in New York City, and Manila, Philippines.

WHY WORK AT GAPPIFY?
At Gappify, we are guided by H.A.R.T and Balance: Honesty, Accountability, Respect, Teamwork and Balance. We believe in creating great products for our customers, and great experiences for our team members. We lead with balance in mind, and we want you to feel elevated and empowered, supported and celebrated. We believe the products we create are only as successful as the people that build them. That starts with H.A.R.T. and YOU!

About the Position

Job Summary
Gappify is seeking a Senior Manager in the Chicago, IL area to lead our Customer Support function. The Senior Manager of Customer Support is responsible for the product support and training of the Gappify SaaS platform. This role manages the customer support team and procedures to deliver a best-in-class customer experience. The Senior Manager communicates effectively with customers and internal teams (Customer Success, Professional Services,
Product, Engineering), and management as required to enable the successful use and adoption of Gappify software and services.

This role reports to the Vice President, Customer Success and is capable of providing leadership and coaching to support analysts and resources based on the below responsibilities and skills.

Job Description
THIS IS WHAT YOU’LL DO AT GAPPIFY:

● Build and maintain a self service support model including a product Knowledge base
● System management of support ticketing and escalation processes with cross functional teams
● Oversee department procedures to ensure prompt response and resolution communications to Gappify customers
● Serve as technical leader by ensuring customer product configurations and integrations work effectively
● Present the Gappify support model utilizing strong customer-facing communication skills
● Provide leadership to deliver issue resolutions that meet Service Level Agreements (SLAs)
● Manage individual support resources to meet/exceed individual and group metric goals and KPIs
● Lead and develop a training program for internal product training and implementation partners
● Manage change control procedures to meet quality and audit requirements
● Own Standard Operating Procedures (SOP) and documentation to build high performing team
● Meet Key Performance Indicators for the support organization such as SLA & resolution performance
● Manage planning and execution of customer critical monthly updates
● Partner with engineering to ensure critical product issues and feature requests are prioritized
● Perform other related duties as assigned

Job Requirements
THIS IS WHAT YOU’LL BRING TO OUR TEAM:

● Excellent understanding and application of SaaS support best practices
● Excellent communication and presentation skills to translate technical issues to business users
● Excellent written and verbal communication in customer service skills
● Strong attention to detail to ensure quality and accuracy of activity supports customer compliance requirements
● Driven professional with desire to excel, share knowledge and lead by example to deliver customer satisfaction
● Flexible schedule to manage team and support customers as required
● Excellent analytical and problem solving skills for product configurations
● Troubleshooting skills and ability to identify and communicate reasonable work-arounds
● Workforce management/service desk experience leading and scheduling a remote support team
● Support documentation experience for SOP, RCA, Work Instruction, SLA management content
● Knowledge of ERP integrations is a plus (i.e. NetSuite, Oracle, SAP, etc.)
● Knowledge of integration platforms/middleware (APIs, Celigo, SFTP, Flat File, SSO) is a plus
● Strong Google App and/or Microsoft Office skills
● Knowledge of Amazon S3, SES and OKTA is a plus
● Undergraduate degree in Computer Science or IT/Information Systems or equivalent
● ITIL or Knowledge Center Service equivalent experience is a plus
● 5-10 years of software support experience and SaaS application platforms, financial tech is a plus
● Experience using software support tools (such as Jira, ServiceNow, Zendesk)

Life at Gappify

Gappify is an equal opportunity employer and strongly encourages people of all backgrounds to apply for positions for which they are qualified. We proudly welcome unique perspectives and do not tolerate any form of discrimination.

Gappify offers full-time employees 401(k) participation, unlimited Paid Time Off (subject to company policy), and ensures employee premiums are covered in full for medical care, dental and vision.*

*Coverage varies by plan selection

Job Location
This role is a hybrid position in Chicago, Illinois.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Chicago, IL 60611: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of Customer Support leadership in a SaaS organization do you have?

Experience:

• SaaS Customer Support Leadership: 3 years (Required)

Work Location: Hybrid remote in Chicago, IL 60611

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