Location: New York,NY, USA
Customer Support Manager page is loaded **Customer Support Manager**
**Customer Support Manager**
locationsNew York posted onPosted 5 Days Ago job requisition idR7399 It's fun to work in a company where people truly BELIEVE in what they're doing!
*We're committed to bringing passion and customer focus to the business.*
**Customer Support Manager**
Proofpoint is seeking an experienced Manager of Product Support with strong interpersonal skills who can instill and grow Proofpoints positive culture in the team, will be responsible for delivering a high level of customer service to large enterprise customers, and facilitate an efficient, collaborative, and enjoyable working environment. This position will manage a team of Information Security Product Support Engineers which includes but is not limited to; managing procedures related to the identification, prioritization and resolution of customer requests, ticket monitoring, tracking, coordination of Support resources and the ability to communicate information at all levels (customer, engineering, and executive). Strong communication skills are essential.
**Location: Remote New York**
**Your day-to-day**
* Work collaboratively with cross-functional teams to ensure an exceptional customer experience
* Hire, on-board, coach and develop the best support engineers in the industry
* Drive customer escalations to resolution by leading and engaging with customers directly.
* Manage the overall health of the case queue and phone coverage
* Ability to identify and manage support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven.
**What you bring to the team**
* BS Degree in a technical curriculum or equivalent.
* 2+ years experience successfully leading a customer support team
* Proven track record of managing top talent and fostering their growth
* A record of creating a team environment with high employee retention, strong job satisfaction, and successful career growth
* Ability to self-direct, multi-task and prioritize job requirements
* Strong knowledge of customer relationship management
* Excellent verbal, written and interpersonal communication skills.
* Knowledge of security platforms, email protection, cloud services, software as a service (SaaS)
* Candidates should be flexible working evening and weekend shifts
* Participate in on-call support 24x7 rotation as assigned.
**Why Proofpoint**
As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoints amazing culture!
*If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!*
**People-Centric**
At Proofpoint, our people and the diversity of their lived experiences and backgrounds, thinking and perspectives, and work skills and experiences are the driving force behind much of our success.