Sr. Manager, Customer Service Support Q&A

This is a Full Time Job

THE JOB

We are seeking an experienced and dynamic Support Manager to lead our dedicated team in providing exceptional technical support and guidance for our Salesforce platform. The ideal candidate is a seasoned professional with a deep understanding of Salesforce architecture, processes, and best practices, coupled with excellent leadership and communication skills. As the Support Manager, you will play a pivotal role in ensuring the smooth operation of our CRM system and the success of our sales and customer support teams.

WHAT THIS ROLE WILL DO

Team Leadership:
• Lead, mentor, and motivate a team of support analysts, fostering a collaborative and high-performance environment.
• Provide guidance and ongoing training to team members to enhance their technical skills and customer service capabilities.
• Delegate tasks effectively and ensure that the team meets or exceeds service level agreements (SLAs) and performance metrics.

Technical Support:
• Oversee the resolution of complex technical issues related to the Salesforce platform, acting as a point of escalation for critical incidents.
• Collaborate with cross-functional teams, including developers and administrators, to address system-wide challenges and implement effective solutions.
• Analyze and troubleshoot problems, identify root causes, and implement preventive measures to minimize future disruptions.
• Work with business and technology teams to test the new Salesforce custom-developed application, giving feedback on how to improve the existing system and to report any errors, while providing production support.

Process Improvement:
• Continuously assess and enhance the support process to streamline incident resolution, reduce response times, and improve overall customer satisfaction.
• Develop and maintain a knowledge base of best practices, troubleshooting techniques, and solutions to empower the support team and drive self-service resolutions.

Communication and Collaboration:
• Liaise with internal stakeholders, including sales, marketing, and customer support teams, to gather feedback, understand requirements, and align support efforts with business goals.
• Communicate effectively with technical and non-technical audiences, translating complex technical concepts into understandable terms.

Metrics and Reporting:
• Define and monitor key performance indicators (KPIs) to evaluate the effectiveness of the support team and identify areas for improvement.
• Generate regular reports on support metrics, incident trends, and team performance, presenting findings to senior management as needed.

WHAT THIS PERSON WILL BRING

Required:
• Bachelor's degree in computer science, Information Technology, Business, or a related field.
• 3 plus years proven experience in providing customer support, administration, and configuration.
• 3 plus years' experience managing projects in an IT or Corp environment.
• Salesforce or CRM experience a plus
• Prior experience in a leadership or managerial role within a technical support or CRM environment.
• Prior experience with Zendesk, Confluence, Jira, Workday, Agile & Scrum experience is a plus.
• Strong analytical and problem-solving skills with the ability to think strategically and execute tactically.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Proficiency in analyzing data, generating reports, and using metrics to drive decision-making.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Experience with agile methodologies and project management tools is a plus.
• Basic SQL querying ability
• Experience troubleshooting issues with remote customers (e.g., VPN, Network issues, browser settings, host file manipulation for both Mac and Windows)
• General understanding of web technologies, application development, quality assurance, and user experience design
• Applicant should be a functional and operational technology generalist with a strong understanding of various platforms.
• BENEFITS & PERKS - Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Paid time off policy including holidays, sick time and day off for your birthday, free concert tickets
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• FAMILY: New parent programs & support including caregiver leave and infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Crowdfunding network

EQUAL EMPLOYMENT OPPORTUNITY

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a

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