Manager, Support Services - Grace Hill

Manager, Support Services

Position Type: Full-time

Work Location: Dallas, TX

Role Overview: 

The Manager, Support Services, reporting to the SVP, Customer Success, is responsible for managing the technical support of Grace Hill’s products. This position will oversee the support team, act as a subject matter expert on all aspects of the product(s), and will ensure Grace Hill’s services are delivered in an efficient manner that differentiates us from competitors in the industry. 

Primary Responsibilities: 

Team Personnel Management 

• Manages the daily operation of the Support team to include the analysis and assignment of ticket load, training, and reward/recognition programs for the team.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Ensures team members have appropriate training and other resources to perform their jobs.
• Conduct reviews of client calls and email communication to provide performance feedback and coaching on a regular basis to each team member.
• Is available and approachable for team members who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Writes and administers regular performance feedback and annual reviews for skill improvement.
• Responds to and resolves employee relations issues expressed by team members.
• Addresses disciplinary and/or performance problems according to company policy.
• Determine and communicate appropriate staffing levels. Participate in interviewing, hiring, and onboarding decisions.
   

Department

• Develop and implement strategies and plans for the department that align with company goals, objectives, and budgets.
• Ability to work effectively with leaders cross-functionally.
• Maintain compliance with external regulations and internal policies.
• Assess and report progress in meeting department objectives; share department updates on cross-department calls.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
• Uses appropriate judgment in upward communication regarding department, team member, and/or process concerns.

Reporting

• Works in conjunction with the SVP, Customer Success to define, establish, and measure team and individual KPIs.
• Participates in the development of the Quarterly Business Review deck and presentation.
• Manages and reviews reporting on a daily, weekly, and monthly cadence to identify performance milestones, potential risks, and any items that should be escalated.
• Identifies data gaps in reporting and works cross-functionally to ensure proper data capture is available to support measurement.

Financial 

• Ensures department expenses are in-line with the annual budget.
• Assists in the annual budget creation process.
   

Client Satisfaction & Support

• Responsible for tasks critical to establishing a high-satisfaction level from both internal and external Grace Hill clients.
• Quickly addresses and resolves client issues escalated by Grace Hill Support, sales teams, or account management teams.

Qualifications: 

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; Master’s degree preferred.
• 3 years of experience in technical support or customer service roles, with at least 2 years in a leadership capacity.
• Strong understanding of SaaS products and technologies, with the ability to quickly learn and adapt to new tools and systems.
• A genuine passion for customer service excellence and delivering extraordinary customer experiences
• A commitment to leading and developing a team of customer service professionals using extraordinary skills in coaching and mentoring
• A strong results focus, balancing performance and people
• The ability to use initiative and work under minimum instruction in a fast-paced organization
• Comprehensive knowledge of Salesforce or a similar CRM or support platform.
• Proficient written and verbal communication skills
• Excellent interpersonal skills, emotional intelligence, and the ability to effectively communicate with staff at all levels
• Well-developed time management, logistical, problem solving, and decision-making skills
• The ability to apply relevant commercial discernment to business decisions
• Ability to travel 1 - 2 times per year as needed. 

About Grace Hill

Grace Hill provides industry-leading SaaS technology solutions designed to make a positive impact in real estate and improve the lives of people where they work and live. Harnessing years of real estate experience and the understanding that people are better together, Grace Hill helps owners and operators increase property performance, reduce operating risk and grow top talent. More than 500,000 professionals from over 1,700 companies rely on Grace Hill’s talent performance solutions covering policy, training, assessment, survey, and data-driven insights. Visit us at gracehill.com or on LinkedIn.

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