Manager, Support

Ministry Brands

. Supervise a staff of client support specialists providing technical product support .

Posted 10/9/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and organizational skills in managing client support teams, optimizing performance through KPI analysis, and enhancing client experience. Proficient in technical support environments with expertise in tools like Zendesk and Salesforce.

Highest-signal resume keywords

Team LeadershipKPI AnalysisClient Support ManagementTechnical Support ExperienceOffice 365 Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI AnalysisClient Support ManagementTechnical Support ExperienceZendeskSalesforceAzure Dev OpsOffice 365Product DocumentationSupport QA TestingPerformance Management

Soft Skills

LeadershipOrganizational SkillsVerbal CommunicationWritten CommunicationTime Management

Tools & Technologies

ZendeskPurecloudSalesforceAzure Dev OpsOffice 365

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Technical SupportClient SupportCustomer EscalationProcess ImprovementService Volume Management

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Supervise a staff of client support specialists providing technical product support
Manage daily team workload to attain required service volume and quality levels
Monitor and review client responses and resolutions
Provide coaching and feedback in regular one-on-ones
Support critical customer escalations
Assess, propose, enhance, implement, and analyze KPIs to optimize team performance and client experience
Prioritize escalation needs and prepare commentary with Support Directors for weekly meetings
Conduct Support QA testing and relay findings and risks in companywide meetings
Assist with product documentation and product/system training as a subject matter expert
Review reporting metrics and client sentiment to identify improvement areas
Prepare team data and commentary for monthly leadership Business Reviews
Estimate client needs, workload, and capacity, and flex staff resources accordingly
Participate in performance management, evaluations, and hiring
Support adjacent department process rollouts
Collaborate with Operations management and cross-functional leaders to solve issues and implement solutions
Champion client experience improvement and Product, Service, and Process enhancement initiatives
Maintain individual and team knowledge of products, services, and platforms
Provide after-hours, weekend, and holiday coverage as assigned

Requirements

What you’ll need

Bachelor’s Degree or an equivalent combination of education and experience
3+ years of experience working in a technical support environment
Experience working in technology is preferred
Proficient in Office 365, including Microsoft Word, Excel, PowerPoint, and Outlook
Demonstrated ability to learn and understand complex office software applications
Experience with client support ticketing and phone systems preferred; Zendesk and Purecloud used
Strong leadership, development, and organizational skills
Excellent verbal and written communication skills
Ability to prioritize work and handle multiple tasks
Excellent time management skills
Experience in Salesforce, Zendesk, and Azure Dev Ops is a plus
Strong attention to detail
Ability to work in a general office environment
Ability to handle extended periods of computer-based work, including telephone
Domestic and/or international travel required, estimated up to 5%

Benefits

Comp & perks

Robust healthcare options
Flexible paid time off
Flexible work schedules
PTO for vacation
Up to 80 hours of paid sick/safe leave
11.5 days of fully paid holidays
401(k) contribution match of 100% up to 3%
Paid parental leave
Employee Assistance Program with no-cost in-person or virtual counseling
Professional development reimbursement
Employee recognition and rewards through Nectar, including redeemable award points