**Job Title:** Support Manager - Work from Home **Company:** Pushpay Holdings **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 8 --- **Job Description:** Pushpay Holdings is seeking an experienced and motivated Support Manager to join our dynamic team. As a part-time role, this position offers the flexibility to work from home while providing critical support and leadership to our support operations. The ideal candidate will have a strong background in customer support management and will possess the ability to drive strategic initiatives using data-driven insights. ### Key Responsibilities: 1. **Team Leadership:** - Lead and mentor a remote support team, promoting a high-performance culture and encouraging professional development. - Conduct regular team meetings to review goals, share updates, and provide motivation. 2. **Customer Support Management:** - Oversee and ensure the excellence of customer support services, addressing escalated issues, and maintaining high customer satisfaction levels. - Develop and implement effective support processes and procedures that enhance productivity and improve customer experience. 3. **Data Analysis and Reporting:** - Analyze customer support data and metrics to identify trends, prepare reports, and recommend strategic improvements. - Utilize feedback and insights from team interactions to drive initiatives that enhance service delivery. 4. **Project Management:** - Manage multiple projects concurrently, ensuring they align with the organizational objectives and timelines. - Collaborate with cross-functional teams to execute support initiatives and enhancements effectively. 5. **Strategy Development:** - Play a key role in developing support strategies that align with company goals, leveraging data to inform decisions. - Involve in budget planning and resource allocation to ensure operational efficiency. 6. **Stakeholder Communication:** - Serve as the main point of contact for major customer accounts, building loyalty and ensuring their needs are met. - Communicate effectively with internal teams to ensure a seamless workflow and provide exceptional service. 7. **Continuous Improvement:** - Foster a culture of feedback, learning, and improvement. - Stay updated on industry trends and best practices to continuously enhance support operations. ### Requirements: - Minimum of 8 years of experience in customer support management or a related field. - Proven track record of leading and managing remote teams effectively. - Strong project management skills; experience in using project management tools is a plus. - Excellent communication and interpersonal skills; ability to build relationships across all levels of the organization. - Motivated and independent worker with a strong sense of accountability. - Ability to analyze data and make informed decisions that drive strategic initiatives. - Open to travel opportunities as business needs arise. ### Personality Traits: - Self-motivated and proactive; thrives in a remote working environment. - Independent thinker; able to make sound decisions autonomously. ### Benefits: - Travel opportunities to engage with teams and customers. - Paid overtime for additional hours worked beyond the contracted part-time schedule. - Free food provided during team meetings and events. ### Working Environment: At Pushpay Holdings, we leverage data to inform decisions and drive strategic initiatives. Our team thrives in an environment that encourages innovation, continuous learning, and a commitment to excellence in customer service. **Deadline to Apply:** October 26, 2024 Pushpay Holdings is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, experiences, and perspectives.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.