Enterprise Support Manager

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

An Enterprise Support Manager is responsible for overseeing and optimizing customer support operations within an organization to ensure the highest levels of client satisfaction. This role involves leading a team of support professionals, implementing efficient support processes, and developing strategic solutions to address complex client issues. The Enterprise Support Manager collaborates closely with other departments to align support services with overarching business goals, continuously monitors performance metrics, and drives initiatives to enhance the overall customer experience. Strong leadership and communication skills are essential in this role.

- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Proven experience in managing a technical support team, preferably in an enterprise environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in analyzing performance metrics (KPIs and SLAs).
- Experience in developing and refining support processes and procedures.
- Strong problem-solving and decision-making abilities.
- Ability to handle and resolve escalated customer complaints effectively.
- Familiarity with CRM and support software tools.
- Ability to coordinate and collaborate with cross-functional teams.
- Exceptional customer service skills and a client-focused mindset.
- Experience in preparing and presenting performance reports.
- Strong organizational and time management skills.
- Up-to-date knowledge of industry trends, tools, and technologies.
- Experience in coaching and training team members.
- Flexibility to adapt to changing business needs and priorities.
- Strong analytical skills to identify trends and areas for improvement.
- Ability to manage and update a knowledge base.
- Experience in resource management, including scheduling and workload distribution.
- Strong understanding of technical support operations and best practices.

- Lead and manage a team of enterprise support specialists.
- Ensure delivery of high-quality customer service and technical support.
- Monitor and evaluate team performance through KPIs and SLAs.
- Conduct regular coaching and training sessions for team members.
- Develop and refine support processes and procedures.
- Collaborate with sales, product development, and engineering teams.
- Oversee the handling of escalated customer complaints and issues.
- Analyze support trends and metrics for improvement.
- Coordinate with clients to understand and meet their support needs.
- Prepare and present reports on support operations and performance metrics.
- Manage support resources, including scheduling and workload distribution.
- Stay current with industry trends, tools, and technologies.
- Lead regular team meetings to discuss projects and foster collaboration.
- Ensure compliance with company policies and procedures.
- Manage and update the support team and customer knowledge base.
- Provide exceptional customer service to key enterprise clients.

The ideal candidate for the Enterprise Support Manager role will possess a Bachelor's degree in Information Technology, Business Administration, or a related field, accompanied by a proven track record in managing technical support teams within an enterprise environment. They will exhibit strong leadership and team management skills, coupled with an exceptional customer service orientation that emphasizes a client-focused mindset. The candidate will have a keen ability to analyze performance metrics (KPIs and SLAs), develop and refine support processes, and resolve escalated customer complaints with professionalism and efficacy. Their analytical skills will enable them to identify trends and implement strategic initiatives that enhance support operations. Proficient in CRM and support software tools, they will foster cross-functional collaboration and deliver comprehensive performance reports to senior management. Possessing strong problem-solving and critical thinking capabilities, they will handle high-pressure situations calmly while providing outstanding customer service to key enterprise clients. Adept at coaching and training team members, the ideal candidate will stay abreast of industry trends, demonstrating technological proficiency and a commitment to continuous improvement. They will exhibit excellent organizational, multitasking, and time management skills, ensuring efficient resource management and optimal team productivity. With a high level of empathy and interpersonal skills, they will adapt quickly to evolving business needs, implementing data-driven decisions and tactical solutions with resilience and persistence. The candidate will show a strategic approach, tailoring support services to individual client requirements, and fostering a collaborative environment that prioritizes the long-term satisfaction and loyalty of enterprise clients.

- Lead and manage a team of enterprise support specialists to ensure delivery of high-quality customer service and technical support.
- Monitor and evaluate the performance of the support team through key performance indicators (KPIs) and service level agreements (SLAs).
- Conduct regular coaching and training sessions for team members to enhance their technical skills and customer service capabilities.
- Develop, implement, and continuously refine support processes and procedures to improve efficiency and customer satisfaction.
- Collaborate with sales, product development, and engineering teams to resolve complex customer issues and provide feedback for product improvements.
- Oversee the handling and resolution of escalated customer complaints and issues to ensure timely and effective mitigation.
- Analyze support trends and metrics to identify areas for improvement and implement strategic initiatives to enhance support operations.
- Coordinate with clients to understand their needs and expectations, and tailor support services to meet those needs.
- Prepare and present regular reports on support operations, performance metrics, and customer satisfaction to senior management.
- Manage support resources, including scheduling and workload distribution, to maintain optimal team productivity.
- Stay up-to-date with the latest industry trends, tools, and technologies to ensure the support team remains knowledgeable and effective.
- Participate in and lead regular team meetings to discuss ongoing projects, share insights, and foster a collaborative team environment.
- Ensure compliance with company policies and procedures, and handle administrative tasks related to team management.
- Manage and update the knowledge base with relevant information to assist the support team and customers effectively.
- Provide exceptional customer service to key enterprise clients, ensuring their long-term loyalty and satisfaction.

- Leadership skills to inspire and guide a team
- Strong analytical abilities to understand and act on performance metrics
- Exceptional customer service orientation
- Ability to handle high-pressure situations with a calm and professional demeanor
- Strong problem-solving and critical thinking skills
- Excellent verbal and written communication skills
- Ability to foster collaboration across different departments
- Detail-oriented with a focus on continuous improvement
- Technological proficiency, including familiarity with CRM and support software
- Ability to adapt quickly to changing business environments
- High level of empathy and interpersonal skills
- Strong organizational and multitasking abilities
- Commitment to ongoing learning and skill development
- Ability to make data-driven decisions
- Proven track record of managing successful support teams
- Strategic thinking with the ability to implement tactical solutions
- Resilient and persistent in the face of challenges
- Client-focused mindset with the capacity to tailor support to individual needs
- Capacity to manage resources efficiently to optimize team performance
- Enthusiasm for staying updated on industry trends and best practices

- Competitive salary range commensurate with experience
- Comprehensive health, dental, and vision insurance plans
- Retirement plans with company matching contributions
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work hours and remote work options
- Life and disability insurance coverage
- Employee wellness programs
- Professional development and training opportunities
- Career advancement paths and mentorship programs
- Employee assistance programs (EAP)
- Performance-based bonuses and incentives
- Access to latest industry tools and technology
- Paid parental leave and family support benefits
- Tuition reimbursement for continuing education
- Company-sponsored events and team-building activities
- Membership discounts and company store benefits
- Recognition and rewards programs for outstanding performance
- Commuter benefits and transit reimbursements
- Opportunities to attend industry conferences and networking events