Manager,  Customer  Support

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Shift Timing : 6:30 pm IST to 3:30 am IST

Position Overview

Due to incredible growth, we are seeking a Customer Support Manager to Support our VP and Director of Customer Support with managing our forward thinking and dynamic team of Customer Support Specialists in Bangalore and Galway. This is a diverse and challenging position where you will play a pivotal role in growing the Support function whilst offering an excellent service to our clients. 

In this role you will be leading a team of 8-12 Customer Support Specialists to ensure they provide world class product support for our clients. Primary responsibilities include coaching and mentoring team, flexible and willing to roll up sleeves as needed, staff hiring and retention, team performance to department KPIs/metrics, call reviewing to ensure high quality scores, training of new hires, project management, cross functional leadership to ensure CX. We pride ourselves on our excellent support relationships offering 365 24/7 support across the globe. 

Job Requirements​

• Supervise a team of 8-12 individuals including responsibility for performance management,  development and additional supervisory, training and leadership projects as needed.​
• Span of control to include Tier 1 and TLs (where applicable)​
• Meeting with internal stakeholders across different departments and external clients to discuss product updates, priority issues ​
• Investigating and handling client complaints - coaching teams to de-escalate​
• Perform weekly one to ones and oversee weekly Quality & KPI targets.​
• Review and maintain quality of the Knowledge base as a single source of truth​
• Build positive relationships between the Support team and other departments​
• Manage medium to large scale projects within the Support team.​
• Create strategic and quality objectives, drive performance and productivity for the department​
• Interview, recruit and onboard new team members​
• Ad hoc duties as required

Required Experience/Skills 

• Role model the Diligent values of Championing Modern Governance and Driving Client Impact. Be an example of the positive, customer focused attitude the wider team should emulate ​
• Create an inspiring team environment with an open communication culture across frontline agents & TLs​
• Project management skills taking ownership of departmental medium to large strategic projects​
• Create a coaching culture leading by example​
• Expert product knowledge​
• Excellent communication skills with internal and external stakeholders ​
• Have a strong analytical ability to resolve technical issues and a deep level of product knowledge ​
• Advocate for the Voice of the Customer - Make decisions & prioritize workload with the customer in mind ​
• Represent the Diligent Brand. Attend company meetings and distill information and updates to the wider team ​
• Be flexible, agile and resilient in the face of a fast-paced environment ​
• Be able to manage and prioritize various tasks and issues as they emerge. Be able to delegate to CSS agents where needed.

What Diligent Offers You 

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}