Customer Support Manager (Finance)

At Fluxergy, we are at the forefront of laboratory and diagnostic innovation. Our goal is to create a world where accurate laboratory information is accessible in every setting and effective testing can be conducted at the site of sample collection. Currently, Fluxergy is focused on providing modular solutions for COVID-19 testing and helping to assist in safely reopening communities that have been affected during the pandemic. In addition, Fluxergy's technologies span other markets in addition to healthcare including veterinary, food safety, and wellness industries. Fluxergy is seeking motivated leaders in their field who are willing to commit themselves and their time to improving and decentralizing laboratory infrastructure to the places that need it most.
Fluxergy is seeking an experienced, hands-on Customer Support Manager to join our mission. We are looking for an energetic, self-motivated, and organized individual who has customer support experience and motivation to consistently provide exceptional support. Ideal candidates are versatile self-starters with the ability to learn quickly, possess a positive attitude, have great attention to detail, and the ability to work well within a dynamic team.
This role will report directly to the Director of Operations.
You'll work with a rock star team of people who are passionate about the work they do and our ability to disrupt healthcare with our innovative products. You will love this role if you thrive in a fast-paced and dynamic environment where you can implement fresh ideas, new processes, and make things happen quickly without a bunch of red tape. You will supervise the daily operations of the customer support department. The team interacts with customer activity spanning from sales orders to support tickets. You will maintain effective communications with managers across the company to ensure proper sensitivity to the needs of the customer.
Responsibilities
You can be expected to complete/oversee the following tasks:

Help troubleshoot problems with customer orders, customer accounts and other related issues in a timely manner.
Be responsible for the execution of end-user onboarding, training, and long-term engagement.
Maintain an internal knowledge base of common customer issues and solutions.
Provide regular and ad-hoc reports and analysis of customer support ticket metrics.
Participate in improving support workflows and procedures.
Work to mitigate potential risks to a customer relationship before they become an issue.
Support sales team with finalizing appropriate documentation; quotes, orders, RMAs, etc
Keep up with new product sales launches and make sure the Products in the CRM are up to date
Provide customer service by staying on top of pending orders and customer requests
Other core expectations as defined and requested by your direct supervisor/manager and sales leadership
Setting customer service goals for team members and helping them reach those goals
Create effective customer service procedures, policies, and standards.
Hire and train new customer service agents.