Hospitality Client Support Manager

2 weeks ago

Ottawa, Canada Aspire Software Full time

**InnQuest is currently hiring a Client Support Manager**

The Client Support Manager is responsible for the effective Management of the Support Department that leads to meeting or exceeding company goals in customer service, quality of software, training products and employee performance.

**The Team**:
You will be part of a dynamic driven team that is able to work in a fast paced environment that is results driven.

**What your day will look like**:

- Training, enforcing, and assisting in formulating Company and Department guidelines and policies
- Daily reviews of Support incidents to ensure quality and accuracy of support provided by staff
- Effective training and follow up conducted on support incident reviews
- Prepare and conduct effective weekly support meetings that review current open support incidents or "bug" issues, policy reviews or changes, review of new clients and focus related training on current issues affecting the department.
- Participates in call queue as needed to maintain service levels
- Supporting T1 and T2 requests
- Lead, investigate, and actively manage customer escalations from end to end to resolve in a timely manner
- Escalation point of After-Hours Emergency Support
- Keep senior management informed of current and upcoming trends in client concerns and issues
- Liase with internal and external teams to provide an effective and efficient response to customer issues and queries
- Strategizes with employees in regard to their work in the product lifecycle with evaluating proposed changes in hot fixes, maintenance, and new releases
- Develop, implement, and ensure adherence to department goals, standards, and procedures that are consistent with short and long-term business goals to address the needs and priorities of the business and its customers

**About you**:

- 5+ years of professional experience, with an aptitude for leading a client support team
- More than 3 years' experience providing client services in software development industry
- Ability to think strategically while managing multiple projects and multiple clients
- Ability to lead and manage client expectations and work effectively with the internal client support teams
- Must be able to direct the work of others
- Experience in the hospitality industry an asset
- Lead an offshore team of 10 or more and foster a strong team spirit
- Accept and successfully execute change while supporting the team
- Must be legally authorized to work in the U.S.

There is room for career growth, and we want you to feel like part of the team

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