Customer Support Manager

About Us

Founded in 2014, we offer the industry’s first and only cloud-based, fully-customizable, end-to-end software solution to automate securities-based lending from origination through the life of the loan. By combining thought leadership in suitability and risk management with industry-leading education and the latest technology, Supernova enables advisors to deliver holistic, goals-based advice and to help their clients achieve financial wellness. We partner with the industry’s largest banks, most prominent insurance companies and leading online brokerages to democratize access to securities-based lending and better the entire financial ecosystem.

Why Join Supernova?

At Supernova Technology, we believe that the best results come from a team that is passionate, driven, and supported in all aspects of their professional lives. Here, you’ll work alongside talented and innovative individuals who are committed to driving the future of securities-based lending technology. We foster a culture of collaboration, continuous learning, and growth, where each person’s contributions make a real impact.

JOB DESCRIPTION

We are seeking a dedicated and experienced Customer Support Manager to lead our team of Customer Support Engineers. In this role, you will ensure the delivery of high-quality service and the effective resolution of customer issues. You will also collaborate closely with other departments to improve processes and drive customer satisfaction.

• Lead, train, and mentor a team of Customer Support Engineers, fostering a collaborative and high-performing environment.
• Designs and implements training programs for the team.
• Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.
• Monitor and analyze customer support metrics to identify trends and areas for improvement. Develop and implement strategies and processes to improve customer satisfaction.
• Ensure the team meets or exceeds service level agreements (SLAs) for response times and issue resolution.
• Collaborate with other departments to relay customer feedback and to achieve the goal of customer satisfaction.
• Act as a client advocate within the company, ensuring their needs and concerns are addressed in product development and support processes.
• Maintain comprehensive knowledge of our platform, including updates, new features, and best practices in order to provide guidance to customers.
• Conduct performance management of subordinates.

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 2+ years experience in a customer support or engineering role within a technical environment, with prior experience working with a SAAS platform.
• Excellent leadership and communication skills, with the ability to motivate and inspire a team.
• Highly organized and detail oriented.
• Strong problem-solving skills and the ability to handle escalated customer issues effectively.
• Ability to analyze data and metrics to drive decisions and improvements.
• Experience with customer support tools and software (e.g., Zendesk, Freshdesk).
• Ability to thrive in a fast-paced, dynamic environment.

At Supernova Technology, we provide a robust benefits package to support the health and well-being of our employees. Our offerings include:

Medical, Dental, and Vision Insurance: Multiple plans with coverage for employees and dependents.

HSA and FSA Accounts: Tax-advantaged accounts for health and dependent care expenses.

Life and Disability Insurance: Employer-paid basic coverage with options for additional voluntary coverage.

Compensation: $110,000 - $150,000 per year

Retirement Savings: 401(k) plan with employer contributions.

Employee Assistance Program (EAP): Confidential support services, including free therapy sessions.

Paid Time Off: Flexible PTO policies.

Additional Perks: Commuter benefits, pet insurance, continuing education assistance, and more.

Note: Actual salary at the time of hire may vary and may be above or below the range based on various factors, including but not limited to, the candidate's relevant qualifications, skills and experience, and the location where this position may be filled.

Our Core Values

Our core values drive everything we do. At Supernova, we...

Form, execute, and communicate new ideas that add value to our employees and customers

Strive through obstacles and failures

Follow-through on promises or commitments to others, accept responsibility, and answer for actions & decisions

Listen to, understand, and support our employees and customers

Act with speed, positive attitude, and flexibility

Exceed expectations and surpass ourselves every day; we embrace a sense of pride and never stop growing

Join us and make an impact while growing your career at Supernova.