Customer Support Manager

Why Verifi

Verifi gives you as a seller a rare combination of a platform with proven, quantifiable ROI, the backing of a global materials leader in Saint-Gobain, and a wide-open market that has yet to be digitized at scale. You'll be selling transformation, not incremental improvement, to an industry where margines matter and early movers are rewarded with market share. If you've built your career closing complex deals that change how organizations operate, this is the stage to do it at category-defining scale.

The Role-

The Customer Support Manager oversees the daily operations of a support team to ensure efficient issue resolution and high customer satisfaction. They lead, train, and mentor agents, define service level agreements (SLAs), analyze performance metrics, and act as a crucial bridge between customers and company product teams.-

The Customer Support Manager will be the center between the Customer, Customer Success, Product and Engineering. -

• Recruit, train, and mentor support agents. Manage scheduling, performance reviews, and daily operations

• Coordinate Scheduling and task assignments

• Conduct reviews and coaching

• Ensure 24/7 support is covered

• Drive culture within the team-

• Onboarding and Training

• -Track and report key metrics

• -Time to resolution

• -First Contact resolution rate

• CSAT and NPS review

• SOP Documentation and Adherence

• Ticket Queue Management

• Systems review - bottlenecks and workflow review

• Collaboration with Product and Engineering for timely communication on issues and escalations

Requirements

• High School Diploma or Equivalent General Studies, Required- --

• Bachelor's in Business or Systems Engineering, Preferred- --

• Process Building and Documentation/Business processes and documentation,- Required- --

• 5+ years of customer support management, Required- --

• Salesforce Service Cloud Experience, Preferred- --

• Knowledgebase management, Required - -

• AI implementation, Preferred - -

• Concrete or Ready-Mix Industry experience, Preferred -

• Hands on experience building out support systems and processes, Required - --

Certain locations require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position which is $102,000 - $158,000 per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 20% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $122,400 to $189,600. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.

At Saint-Gobain, our goal is to deliver a comprehensive Total Rewards package to support your well-being and improve daily life for you and your family. We value your contribution to our purpose, Making the World a Better Home, and your Total Rewards package aims to help you plan for the future you want.

Employees have the flexibility to choose the benefits that best fit their individual needs:-

• Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.-

• Medical, Prescription Drug, Vision, and Dental Insurance-

• Healthcare Saving Account and Flexible Spending Account options-

• LiveWell Wellness Program • Employee Assistance Program (EAP)-

• Paid Time Off and Paid Parental Leave • Retirement and Protection - Helping to make the future life you want a reality.-

• 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan-

• Company-provided Life Insurance, AD&D, Short-Term Disability-

• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness, and Accident Insurance-

Additional Benefits – Helping shape the experience and impact you want-

• Group Legal-

• Identity Theft Protection-

• Auto and Home Insurance-

• Pet Insurance and Discounts-

• Back-up Child & Elder Care-

• PerkSpot Employee Discount Progra

Verifi is an expanding global SaaS and IoT technology company focused on the construction industry. -Dedicated to connecting the physical world with intelligent software. We are revolutionizing the industrial construction space. -We provide end-to-end solutions—from embedded sensors to cloud-based analytics—that help companies boost efficiency, ensure sustainability, and unlock actionable insights. We are building a supportive, high-performance team to drive the next wave of digital transformation. Join us to build, scale, and innovate at the edge.

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at View email address on click.appcast.io .