Join the LLR family of private equity-backed growth companies.

Position Summary

The Senior Customer Support Manager will work with our Customer Operations leadership to execute corporate and team strategy to provide best-in-class experiences to all our customers. This role will help us build, maintain, and oversee the customer support team. This individual collaborates with their team members and the organization to create successful customers, happy employees, and help us achieve our goal to create a Safer World.

Primary Responsibilities

1. Oversee front-line support across all our channels for our internal and external customers

2. Continuous education of the customer support team to ensure excellent customer experiences.

3. Deliver best-in-class experiences by establishing and using existing KPIs for success.

4. Develop best practices for support interacts across all our channels.

5. Manage customer escalations and ongoing interactions to create stronger relationships.

6. Scale the team and customer experience through automation and efficiency projects.

7. Perform all other duties, tasks and responsibilities as assigned by customer operations leadership

Knowledge, Skills, and Abilities

1. Strong operational, analytical, and independent decision-making skills required.

2. Proven ability to successfully lead a team through process and system change.

3. Ability to work under pressure and support multiple assignments, with exceptional attention to detail.

4. Excellent oral and written skills in support of communication with customers.

5. The ability to address various data requests from internal and external customers.

6. Ability to multitask in fast paced environment and consistently meet strict deadlines.

7. Experience in electronic security, Internet of Things, and/or SaaS customer support preferred.

8. Experience with a ticketing system (preferably Zendesk)

9. Experience in knowledge base management and/or using Artificial Intelligence (AI) in support, a plus

10. Knowledge of NetSuite ERP, a plus.

Qualifications

1. Bachelor’s degree in related field.

2. 8+ years of customer service experience required.

3. 5+ years of management required.

4. Strong Microsoft Excel and PowerPoint required.

5. Experience developing and implementing policies and procedures.

6. Experience identifying and implementing business requirements which result in new systems and enhancements to current processes.

Additional Comments

1. Position is hybrid in the Malvern, PA office 1 day per week.

2. Standard business hours for this role are Monday – Friday 8:30 a.m. – 5 p.m., though availability to support team members after standard hours will be required as needed.