Customer Support Team Manager

Job Description

Job Description

Position Summary

The Customer Support Team Manager is responsible for leading the daily operations of the Customer Support team while providing exceptional service to Sonicu customers. This is a hands-on leadership position that combines customer support, team coaching, quality assurance, service level management, and continuous process improvement.

The Team Manager serves as the primary resource for Customer Support Representatives, helping remove obstacles, resolve complex customer issues, improve team performance, and ensure customers receive a consistent, high-quality support experience.

Team Leadership & Coaching

• Manage, coach, and mentor the Customer Support team while promoting a positive, customer-focused culture.
• Provide daily guidance and support to Customer Support Representatives regarding troubleshooting, procedures, and customer communications.
• Assist with hiring and training new Customer Support Representatives.
• Serve as the first point of escalation for complex customer issues before management involvement.
• Foster accountability, teamwork, and continuous improvement across the department.

Customer Support Operations

• Assist customers with complex technical and operational support issues when escalation is required.
• Provide guidance regarding warranty decisions, customer exceptions, and no-charge accessory approvals in accordance with company policies.
• Ensure customer issues are resolved accurately, professionally, and in a timely manner.
• Partner with Technical Support and Engineering to resolve advanced customer issues.

Ticket Quality & Documentation

• Conduct routine quality audits of customer support tickets to ensure accuracy, completeness, and consistency.
• Verify troubleshooting procedures have been completed before tickets are escalated.
• Ensure ticket documentation includes all required customer, equipment, and troubleshooting information.
• Review customer communications to ensure professionalism, accuracy, and adherence to Sonicu service standards.
• Provide coaching and feedback to improve ticket quality and documentation practices.

Service Level Management

• Monitor Customer Support queues to ensure first-response and follow-up service level goals are consistently achieved.
• Review ticket aging and identify stalled or overdue tickets requiring additional attention.
• Assist the team in prioritizing workload to maintain timely customer communication and issue resolution.
• Monitor team performance metrics and recommend improvements to increase efficiency.

Customer Experience

• Review customer satisfaction survey results and proactively follow up on neutral or negative feedback.
• Identify recurring customer concerns and communicate trends to leadership.
• Help ensure every customer interaction reflects Sonicu’s commitment to exceptional customer service.
• Work collaboratively with Customer Success to ensure a seamless customer experience.

Operational Excellence

• Identify opportunities to improve Customer Support processes, workflows, and documentation.
• Recommend updates to Knowledge Base articles and internal support documentation.
• Help develop standardized support procedures and best practices.
• Identify recurring product issues and communicate trends to Engineering, Operations, and Product teams.

Cross-Functional Collaboration

• Partner with Customer Success, Sales, Operations, Technical Support, Engineering, and Manufacturing to resolve customer issues efficiently.
• Participate in cross-functional meetings to improve communication and customer outcomes.
• Support company initiatives that improve operational efficiency and customer satisfaction.

Leadership Responsibilities

• Conduct regular one-on-one coaching sessions with Customer Support Representatives.
• Assist in employee performance evaluations and development planning.
• Participate in interviewing and onboarding new Customer Support team members.
• Monitor departmental Key Performance Indicators (KPIs) and recommend corrective actions when needed.
• Help develop training materials, standard operating procedures, and onboarding documentation.
• Lead or facilitate regular Customer Support team meetings.
• Encourage professional growth through coaching, recognition, and continuous feedback.
• Promote a culture of accountability, ownership, collaboration, and continuous improvement.

Qualifications

Required

• 3+ years of customer service or customer support experience.
• Previous leadership, mentoring, or team lead experience.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Experience using CRM or ticket management software.
• Ability to prioritize multiple responsibilities in a fast-paced environment.

Preferred

• HubSpot experience.
• Experience supporting SaaS or technology products.
• Experience leading customer support or technical support teams.
• Experience creating or improving operational processes and documentation.

Success in This Role

A successful Customer Support Team Lead will:

• Build a knowledgeable, engaged, and accountable Customer Support team.
• Consistently achieve department service level goals.
• Improve ticket quality and documentation standards.
• Increase customer satisfaction through coaching and process improvements.
• Develop efficient workflows that improve team productivity.
• Build strong relationships across departments while serving as a trusted leader and resource for the Customer Support team.

SONICU: Monitoring and measuring everything that’s important.

Sonicu was founded in 2008 with the development of a remote wireless sensor and cloud-based monitoring solution (SoniCloud) for sound management in neonatal intensive care units. Since that time, we have expanded to become the leader in remote wireless monitoring technology in both temperature monitoring and room condition monitoring solutions.

Sonicu temperature monitoring solutions help clients protect critical assets like vaccines, medications, research samples, food, and other temperature-sensitive items critical to their operations.

Sonicu room condition monitoring helps hospitals, compounding pharmacies, clean rooms, and other facilities accurately monitor room pressure and a variety of other environmental conditions.

With a full suite of complementary sensors and hardware designed to monitor critical variables and assets, Sonicu helps clients across multiple industries protect their most valuable assets, achieve regulatory compliance, and improve operational excellence.

Based in central Indiana, Sonicu continues its quest for innovation and service, providing effective solutions to challenging problems, monitoring, and measuring everything that’s important.

Company Description

SONICU: Monitoring and measuring everything that’s important.\r\n\r\nSonicu was founded in 2008 with the development of a remote wireless sensor and cloud-based monitoring solution (SoniCloud) for sound management in neonatal intensive care units. Since that time, we have expanded to become the leader in remote wireless monitoring technology in both temperature monitoring and room condition monitoring solutions. \r\n\r\nSonicu temperature monitoring solutions help clients protect critical assets like vaccines, medications, research samples, food, and other temperature-sensitive items critical to their operations.\r\n\r\nSonicu room condition monitoring helps hospitals, compounding pharmacies, clean rooms, and other facilities accurately monitor room pressure and a variety of other environmental conditions.\r\n\r\nWith a full suite of complementary sensors and hardware designed to monitor critical variables and assets, Sonicu helps clients across multiple industries protect their most valuable assets, achieve regulatory compliance, and improve operational excellence.\r\n\r\nBased in central Indiana, Sonicu continues its quest for innovation and service, providing effective solutions to challenging problems, monitoring, and measuring everything that’s important.