Manager, Product Support

Location: Atlanta, GA, United States

Company

Develops and implements enterprise and customer-facing software solutions for energy cooperatives and communications organizations across North America, with a focus on member service, quality, and innovation.

What you will do

• Lead daily operations for accounting product support teams across phone, email, chat, on-site support, and training.
• Manage staffing, workload distribution, resource allocation, workflows, service levels, and support KPIs.
• Set performance goals, conduct check-ins and reviews, coach employees, resolve conflicts, and create development plans.
• Guide research, troubleshooting, escalation, and resolution of complex software issues in collaboration with Development.
• Partner with departmental and Implementation leaders to improve support processes, customer satisfaction, and post-implementation transitions.
• Oversee technical documentation and communicate issue trends, root causes, known software issues, and customer feedback to stakeholders.

Requirements

• 8+ years of experience in software support, technical support, customer service, or a related field.
• 2+ years of people-leadership experience managing teams of 10 or more direct reports.
• Advanced SQL knowledge and experience troubleshooting software-related issues.
• Strong leadership, coaching, performance-management, analytical, communication, organization, and time-management skills.
• Bachelor's degree in business administration or a related field.
• Ability to participate in an on-call rotation and occasionally work outside standard business hours; proficiency with Microsoft Office applications.

Culture & Benefits

• Customer-focused, collaborative, accountable, and innovative working environment.
• Focus on continuous improvement, exceptional member service, and technology leadership.
• Opportunities to use generative AI tools and technologies for productivity, creativity, and problem-solving.
• Work includes communication and coordination with Product Support, Development, Implementation, and other departmental leaders.