Customer Support Manager

Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets.Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state and local.Quorum provides mission-critical solutions to public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and 30+ countries around the globe.Quorum serves over 2,000 customers globally including over 50% of the Fortune 100, and has over 350 team members across the globe.The company recently acquired Capitol Canary, a market leader in grassroots advocacy software.As a **Customer Support Manager**, you will fulfill the support team's mission of solving customer problems and offering a great customer experience so that Quorum becomes indispensable to our users.**What You'll Do**- **First Week**: You'll learn the ins and outs of the Quorum platform, test yourself on common use cases, and get to know the team.- **First Month**: You will familiarize yourself with the support team and our operating rhythms.You will begin coaching and mentoring individual support team members, serving as a form of escalation, and assisting with support shifts.- **First Six Months**: You will assist the team by acting as a player-coach and taking on some support shifts.You will aid in running day-to-day operations of the support team and assist in completing larger, strategic support initiatives like staffing support for the PAC Classic and Quorum PAC products and rolling out specialized support escalation pathways.- **First Year**: You will provide and act on initiatives for changes to operating procedures to enhance customer experience and employee satisfaction.**Responsibilities**- You will serve as the direct supervisor for Customer Support Associates/Advisors, which includes holding weekly 1:1 meetings with direct reports, responding to team member concerns, escalating team member concerns as appropriate, approving vacation, and other general managerial responsibilities.- You will assist the team by taking on support shifts and acting as a player-coach.- You will further integrate the PAC Classic and Quorum support teams onto the same operating rhythm and will help devise a plan to staff support for the Quorum PAC and PAC Classic teams accordingly.- You will lead efforts to ensure support team members are specialized in at least one Quorum feature by running the product specialization programming and sign-offs.Once team members are specialized, you will reinforce the responsibilities of a specialized team member and set up the relevant customer escalation pathways.- You will be responsible for reviewing customer support metrics on a regular basis and proactively reporting and communicating insights to the broader customer success team.- You will manage the day-to-day ticket workflow of support tickets to ensure that they move through the ticket lifecycle accordingly and met our internal SLA goals.- You will work with the product team to ensure the support team is following set standards when logging Jira tickets.- You will be responsible for managing customer support staffing and the support schedule including ticket triage, prioritization, and reassignment as necessary.- You will assist in providing proactive customer communication around downtime and third-party data updates.- You will be responsible for ensuring that the customer support team builds scalable and repeatable processes and escalation pathways for responding to client support requests from our current users in Zendesk and enforcing adherence to these processes.- You will organize and run support team meetings and outings.- You will be responsible for working with each support team member on a professional development plan and for ensuring that support team members are regularly being exposed to and learning from best practices in the customer support industry.- You will have an elevated responsibility for resolving escalated and complex customer issues.- You will establish a QA program for individual support team members to ensure that our customers receive consistent experiences and to invest in the professional growth of each team member.**Required Qualifications**- You have a minimum of **3 years of experience** in a customer support management role at a SaaS company.- You take pride in creating diverse and inclusive team environments where you regularly express concern for team members' success and well-being.- You adapt well to change and strive for continual improvement.**About the Support Team**- We're responsible for ensuring that clients have an amazing experience with Quorum.- We are dedicated to every user's s