ABOUT US
Founded in 2014, we offer the industry’s first and only cloud-based, fully-customizable, end-to-end software solution to automate securities-based lending from origination through the life of the loan. By combining thought leadership in suitability and risk management with industry-leading education and the latest technology, Supernova enables advisors to deliver holistic, goals-based advice and to help their clients achieve financial wellness. We partner with the industry’s largest banks, most prominent insurance companies and leading online brokerages to democratize access to securities-based lending and better the entire financial ecosystem.
JOB DESCRIPTION
As the Customer Support Engineering Manager you will help support a team of Customer Support Engineers who provide technical assistance and support to our customers. You will be responsible for ensuring the team delivers high-quality service and resolves customer issues effectively and efficiently. You will also collaborate closely with other departments to improve processes and drive customer satisfaction.Responsibilities
RESPONSIBILITIES:
- Respond to customer inquiries via phone, email, and chat in a timely manner.
- Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.
- Meet or exceed service level agreements (SLAs) for response times and issue resolution.
- Monitor and analyze customer support metrics to identify trends and areas for improvement.
- Help support, train and mentor other Customer Support Engineers.
- Develop and maintain technical documentation and knowledge base articles.
- Develop and implement strategies to improve customer satisfaction and retention.
- Act as a client advocate within the company, ensuring their needs and concerns are addressed in product development and support processes.
- Maintain comprehensive knowledge of our platform, including updates, new features, and best practices.
- Collaborate with Product Management and Engineering teams to relay customer feedback and prioritize product enhancements.
QUALIFICATIONS:
- Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
- Proven experience in a customer support or engineering role within a technical environment, preferably prior experience working with a SAAS platform.
- Excellent leadership and communication skills, with the ability to motivate and inspire a team.
- Ability to analyze data and metrics to drive decisions and improvements.
- Experience with customer support tools and software (e.g., Zendesk, Freshdesk).
- Strong problem-solving skills and the ability to handle escalated customer issues effectively.
- Ability to thrive in a fast-paced, dynamic environment.
OUR CORE VALUES
At Supernova, we...- Form, execute, and communicate new ideas that add value to our employees and customers- Strive through obstacles and failures- Follow-through on promises or commitments to others, accept responsibility, and answer for actions & decisions- Listen to, understand, and support our employees and customers- Act with speed, positive attitude, and flexibility- Exceed expectations and surpass ourselves every day; we embrace a sense of pride and never stop growingApply for this job
