Support manager Jobs in Colorado Springs, CO

Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.

Intellum is the leader in corporate education technology and powers the largest, most successful customer, partner, and employee learning programs in the world. Large brands and fast-moving companies like Google, Meta, Amazon, Walmart, Xero, Atlassian, Mailchimp, Airbnb, Stripe, and TikTok rely on Intellum to engage and educate the audiences they touch.

We have always been a “remote first” company and are proud to have team members located all over the world. We value Curiosity, Creativity, Perseverance, and Kindness and strive to demonstrate these core values every day. Our culture is very important to us. We invest in our people in fun and exciting ways, including personal development budgets and an annual all-company retreat that is focused less on work and more on human connections. We are in growth mode, and our “smart growth” approach ensures that we will continue to scale our company effectively.

Summary

The Head of Support is responsible for leading and optimizing the customer support motion at Intellum. This role oversees all support operations and is responsible for developing, refining, and scaling the processes and workflows used by the Support team to ensure timely issue resolution, exceptional customer satisfaction, and alignment with service level agreements (SLAs).

As the Head of Support, you serve as a strategic leader, playing a critical role in shaping customer retention and ARR growth strategies.

The Head of Support reports to the CXO and works closely with other executives and team members across a wide range of function areas, including Sales, Account Management, Marketing, Product, Engineering, and Finance.

Operational Leadership :

• Define and implement scalable support processes that ensure timely and effective resolution of customer issues.
• Develop frameworks and dashboards to monitor and report on key performance metrics, such as response times, resolution rates, and customer satisfaction (CSAT).
• Establish high standards for customer communication and issue handling to maintain an exceptional support experience.

Customer Experience & Advocacy

Resource & Team Management :

Metrics / Goals

The Head of CX Operations is measured on CSAT, resolution time, SLA adherence, and overall customer retention and growth driven by support quality.

Required Skills

BENEFITS

Intellum is an equal-opportunity employer. We're committed to building an inclusive team that celebrates diversity in people, perspectives, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We encourage you to apply for an open position and if you have questions about whether or not your job experience and skill set meet the requirements for a specific role, reach out to us directly at [email protected].

J-18808-Ljbffr