Shift Support Manager

| Bellevue
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BitTitan empowers IT professionals to properly assess, deploy, and manage technology solutions in a cloud-first world. We have successfully delivered IT software solutions to more than 6.5 million end users across 31,000 customers in 155 countries. We share a global commitment to providing our customers with agile tools that meet the needs of active managed services providers. Our mission is to build a platform where businesses discover, implement, and manage a vast collection of IT services through automation. We are empowering our customers to be more profitable in the cloud era.  

Quick overview: 

The Shift Support Manager is responsible for the process, quality and management of resources driving the response to customer inquiries.  

In this job, you will: 

  • Hire great talent that adds to our culture
  • Inspire a positive and can-do attitude to tackle any problem in front of them
  • Retain the best by providing constant feedback, coaching, and motivation
  • Exhibit and inspire the highest levels of customer empathy and curiosity
  • Demonstrating and instructing how to meet and communicate with the customer where they are at.
  • Manage customer communications and expectations to resolve their issues and questions effectively and efficiently
  • Facilitate and demonstrate effective and documented reproduction and problem identification
  • Actively evaluate staffing levels, methods, and communications strategies to ensure quality and timely execution of responses
  • Facilitate and orchestrate training to increase the breadth and scope of knowledge to assist customers
  • Drive and manage resources to achieve performance measures while delivering the highest level of customer satisfaction
  • Execute red-to-green improvement plans change targeted metrics ultimately moving the impact goals.

We would love to speak with you if you have: 

  • 4+ years of management experience in Customer Success, Support, or related disciplines for a global B2B tech, SaaS or enterprise software business 
  • Bachelor’s degree required in an appropriate field of study.
  • Experience building and managing a high performing global 24/7 Customer Support team that consistently meets it SLAs and KPIs. 
  • Has been part of a successful leadership team in a scaling, start-up environment.
  • Knows both their customer’s success metrics and those of the department
  • People person: Loves working with people and providing top tier customer support to solve problems, teaching and training, and has examples of making a customer wildly successful.
  • Proven track record of adding value to multiple teams. Will work cross-functionally to help make customers be more successful.
  • Present and communicate value, influence decision making, and convey credibly at all levels of the organization including the executive level.
  • Proven track record of identifying customer pain points, uncovering additional revenue opportunities, and showing empathy to those they work with
  • Ability to manage multiple projects and activities at a time while paying strict attention to detail and deadlines.
  • Track record of identifying issues and finding creative ways of solving the problem with positive outcomes.
  • Inspire others’ commitment to their work and organizational excellence
  • Technology and systems: Comfortable with the following software: Zendesk, JIRA, Microsoft, Salesforce

 

Bring your experience, your talent, your creative energy, and meet a diverse group of people who work together and build software that aims for the cloud. We have a unique culture that is collaborative, customer centric, professional, and encourages hard work with a layer of fun that keeps us in balance. Join the team that makes a positive impact on the future of IT services automation… you’re going to love it! 

At BitTitan, Inc. we don’t just accept difference—we celebrate it, we support it, and we embrace it for the benefit of our employees, our partners, and our community. We are committed to equal employment opportunity and diversity.  

 #LI-TN1

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • CadenceLibraries
    • ASP.NETFrameworks
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • Cosmos DBDatabases
    • Google AnalyticsAnalytics
    • PowerBIAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • OutreachCMS
    • JiraCMS
    • SalesforceCRM
    • Office365Email
    • MarketoLead Gen

Location

Located in trendy Bellevue, minutes from Seattle, with easy access to transit, arts, diverse communities, great eats, shopping, nature, & bike trails.

An Insider's view of BitTitan

What’s the vibe like in the office?

The one thing I love about the BitTitan office is the get-it-done energy everyone brings to work. I'm very lucky to work with such an amazing, supportive, and smart bunch of people. Nothing beats going to work with people who share the same passion about work and having fun. The office vibes easily make it the ultimate hangout spot to work together

Melissa

Marketing Operations Manager

What's the biggest problem your team is solving?

Every day is an adventure. Daily I am pushed to be the best version of myself, debating different abstract concepts and getting stuff done to kick butt. Our biggest struggle is to balance the priority between being tremendously customer-minded while balancing operational efficiency.

Kara

Director, Customer Success

How has your career grown since starting at the company?

I feel very fortunate that I chose to work at BitTitan four years ago. I want to start my own SaaS company someday. BitTitan has allowed me to choose a unique career growth path that aligns with my long-term goals. I’ve gone from software engineer, to manager, then to a strategy role. I feel like I’ve earned my master’s degree in SaaS at BitTitan.

Chris

Manager, Business Strategy

How do you empower your team to be more creative?

Creativity thrives in our collaborative environment when multiple skills, ideas and diverse perspectives come together.
I empower my teams to explore, learn, and share new thinking every day. Whether it's connecting in our social hall, conversing during office happy hour, or presenting during a meeting, we encourage questions, new ideas, and fun.

Pam

Vice President Global Marketing

What are some things you learned at the company?

At BitTitan, I get the chance to hone my existing skills and expand new skills by try new things. Failure is not feared, if we learn from the outcome. We understand that there are good decisions with bad outcomes, bad decisions with good outcomes and good decisions with good outcomes. Knowing the how and why is as important as knowing the what.

Willie

General Manager, Voleer Americas

What are BitTitan Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Promote from within
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