Manager, Customer Support (Evening Shift)

Relativity Myrtle Point , OR 97458

Posted 2 months ago

We are Relativity. A market-leading, global tech company that equips legal and compliance professionals with a powerful platform to organize data, discover the truth, and act on it. The US Department of Justice, 199 of the Am Law 200, and more than 329,000 enabled users trust Relativity during litigation, internal investigations, and compliance projects.

Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole, authentic self to our team.

We believe that great talent is not bound by geography and that what you do matters more than where you do it. Relativity has assumed a hybrid work strategy, allowing choice and flexibility for employees to work either from home, a physical Relativity office location (once safe to do so), or a combination of the two, within certain logistical boundaries. Submit your application to learn more from our recruiters or contact us for more details.

Role Summary

As a 2nd shift Manager, Customer Support (working approximately the hours of 3 pm - 12 am CST), you will be responsible for providing Technical, Policy, and Procedural guidance to team members working over your hours of operation. The Manager, Customer Support should have intimate knowledge on all support process and procedure.

Daily, the 2nd shift Support Manager is responsible for monitoring the team's ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner. The Support Manager is responsible for balancing the team's workload, reassigning tickets as needed due to DTO and scheduled trainings. The Support should be organized, attentive to details, and meet all department goals and metrics.

The Support Manager informs their Manager of issues regarding personnel, performance, customer perception, and project status. The Support Manager works closely with colleagues to ensure consistent, high quality service. The Support Manager is also responsible for the professional development of their reports and provide coaching to team members and feedback to other Support Managers.



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Relativity has assumed a hybrid work strategy, allowing choice and flexibility for employees to work either from home, a physical Relativity office location (once safe to do so), or a combination of the two, within certain logistical boundaries. Submit your application to learn more from our recruiters or contact us for more details. Role Summary As a 2nd shift Manager, Customer Support (working approximately the hours of 3 pm - 12 am CST), you will be responsible for providing Technical, Policy, and Procedural guidance to team members working over your hours of operation. The Manager, Customer Support should have intimate knowledge on all support process and procedure. Daily, the 2nd shift Support Manager is responsible for monitoring the team's ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner. The Support Manager is responsible for balancing the team's workload, reassigning tickets as needed due to DTO and scheduled trainings. The Support should be organized, attentive to details, and meet all department goals and metrics. The Support Manager informs their Manager of issues regarding personnel, performance, customer perception, and project status. The Support Manager works closely with colleagues to ensure consistent, high quality service. The Support Manager is also responsible for the professional development of their reports and provide coaching to team members and feedback to other Support Managers. 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Enable Collaboration and ChangeReinforces a collaborative environment within my team and across departments.Guides our team through organizational changes by keeping us informed and focused. Travel Requirements * Availability to travel 10% of the time as needed for customer and company engagements Disclaimer The information contained in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Other duties and responsibilities may be assigned. At Relativity, we live our core values and we thrive on solving complex problems. We're dedicated to continually improving our product and providing relentless customer service, and we're always looking for people to join us on the journey. Relativity is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences-and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify. So, please come as you are. We can't wait to meet you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Kcura Myrtle Point OR

Manager, Customer Support (Evening Shift)

Relativity