Support Manager II
The Support Manager II at OneTrust is a pivotal role responsible for leading and enhancing the support operations within the organization. This position involves supervising daily activities of support analyst teams, ensuring exceptional service delivery, and fostering a culture of continuous learning and development. The Support Manager will act as a bridge between individual contributors and organizational leadership, facilitating seamless communication and alignment of objectives. Additionally, the role emphasizes process optimization and strategic planning to meet the evolving needs of OneTrust's customers.
Key responsibilities include supervising and leading a team of customer support representatives, analyzing support metrics to identify trends and areas for improvement, and implementing strategies to prevent recurring customer issues. The Support Manager will also develop and train team members, collaborate with other departments for service enhancements, set performance goals, provide feedback, and conduct regular performance evaluations. Monitoring customer interactions for quality assurance and assisting in resolving escalated customer issues are also integral parts of the role.
The ideal candidate will possess strong interpersonal communication skills, leadership abilities to mentor and supervise a support team, and proficiency in data analysis to optimize support processes. Strategic thinking capabilities, effective organizational and time management skills, and a customer-centric mindset are essential. Excellent written and verbal communication skills are required to ensure clear and impactful interactions within the team and with customers.
Candidates should have a BA/BS degree in a relevant field or equivalent practical experience, with over 10 years of progressive experience in customer support, including at least 2 years in a leadership role. Demonstrated ability to lead and motivate a customer support team, experience in setting and achieving performance targets, and a solid understanding of the SaaS industry are necessary. The ability to communicate technical information clearly and extensive customer-facing experience are also important.
OneTrust offers a dynamic work environment that encourages professional growth and development. Employees are part of a collaborative team dedicated to enabling innovation through responsible data and AI use. The company provides comprehensive benefits, including healthcare coverage, flexible PTO, equity RSUs, annual performance bonuses, retirement account support, paid parental leave, and career development opportunities. Joining OneTrust means contributing to a mission-driven organization that values trust, innovation, and customer impact.