Customer Support Manager
4 days ago
**Company Overview**:
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
***Department Overview **:Envysion, a leading provider of video-based SaaS solutions for restaurant and retail, operates in a standalone start-up-like environment within Motorola Solutions.
***Job Description**:
**Responsibilities**
- Lead and scale the Technical Support team by focusing on people, technology and process
- Create and foster a high-quality work environment that helps attract, motivate and retain high performing team members
- Develop a roadmap for scaling the organization using technology and process to support the needs of the business’s growth trajectory
- Use a data-driven mindset to test and evaluate metrics and strategies to impact and enhance the customer experience
- Define, own and drive adherence to customer support success metrics.
- Leverage data to identify areas of opportunity with a focus on efficiency, reliability, and scalability
- Work swiftly to tackle issues and escalations as needed, identifying trends and implementing solutions to mitigate similar challenges down the road
- Work cross-functionally to ensure the customer service experience is considered at every step across product development, customer onboarding and retention
**Competencies and Skills**
- Proven track record of building, leading, and mentoring high-functioning teams and individuals
- Strong quantitative skills, with the ability to use data to drive decision making
- Keen problem solving abilities and a bias-towards-action approach
- Ability to operate both with a strategic lens and no hesitation to roll up your sleeves
- Excellent communication and interpersonal skills; ability to communicate and relate well with others from a variety of backgrounds and levels.
- Proficiency with Google Suite and SalesForce
***Basic Requirements**:
- Bachelor's Degree
- 5+ years of Technical Support experience
***Travel Requirements **:10-25%
***Relocation Provided **:None
***Position Type **:Experienced
***Referral Payment Plan **:No
**_EEO Statement _
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