Say hello to opportunities.

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

We're currently looking for: a collaborative Tier 3 Support Sr. Manager to lead our team and deliver a best-in-class support experience for our Contact Center product. As a Tier 3 Support Sr. Manager, you will be responsible for overseeing a team of highly competent support engineers, ensuring the prompt resolution of escalated technical issues, and collaborating with cross-functional teams. As a Sr. Manager for Tier 3 Support, your role will be instrumental in providing timely and effective support, overseeing day-to-day operations, setting performance goals, training staff, and driving resolution until closure at the Tier 3 level. Your strategic leadership will involve analyzing data, identifying trends, implementing process improvements, and maintaining exceptional levels of customer satisfaction.

To succeed in this role you must have experience in:

Accountable Strategic Leadership:

• Understand the customer's technical journey and design processes and procedures to deliver positive customer experience through efficient technical resolution across all Contact Center support.

• Set clear performance goals aligned with organizational objectives.

• Define and monitor overall performance metrics and take corrective actions to ensure targets are met.

Relationship Building:

• Collaborate with NICE CXone leadership to identify areas for opportunity and drive initiatives aimed at enhancing the overall customer experience.

• Partner with internal executive and functional stakeholders as the accountable leader for the overall contact center technical support experience.

Ownership of Resolution:

• Tier 3 is accountable for the technical outcomes of the customer journey from case creation to resolution.

• Ensure Tier 3 owns resolution of escalated issues, providing feedback to customers until closure.

• Implement processes to streamline end to end resolution workflows and enhance customer satisfaction levels.

Upskilling Lower Tiers:

• Develop strategies to upskill lower tiers, pushing the cost of resolution to the lowest level possible.

• Partner with support leadership and the enablement team to provide training requirements and SME resources to enhance lower-tier support teams' capabilities.

KPI Development and Analysis:

• Develop Key Performance Indicators (KPIs) and targets to measure business performance and areas for improvement.

• Analyze data to identify trends, opportunities, and areas for process optimization.

• Create and maintain project tracking, reporting, and delivery of training materials to support continuous improvement efforts.

Delivering Value at the Tier 3 Support Level:

• Ensure Tier 3 support operations deliver exceptional value to customers through timely and effective resolution of complex issues.

• Take ownership of escalated cases, providing comprehensive support until resolution is achieved at the Tier 3 level.

• Implement strategies to optimize support workflows, minimize customer downtime, and enhance overall satisfaction.

• Tier 3 is accountable for developing and cascading detailed information about upcoming product changes, emerging trends, KIs, and outages to the larger support organization.

Desired Qualifications:

• Bachelor's degree in a relevant field or equivalent experience.

• Proven experience in a senior leadership role within a customer support environment.

• Strong analytical skills with the ability to interpret data and drive actionable insights.

• Excellent communication and interpersonal skills.

• Demonstrated ability to lead and motivate teams to achieve performance goals.

• Experience in developing and implementing process improvements.

• Knowledge of support technologies and tools.

• Ability to thrive in a fast-paced, dynamic environment.

• 5+ years in telecommunications support leadership role preferred.

Note: This job description outlines the primary responsibilities and qualifications for Senior Manager, Contact Center Tier 3 Support. Additional duties may be assigned as needed to meet business requirements.

What we offer:

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• 401K match and ESPP

• Paid time off and paid sick leave

• Wellness programs including 1:1 coaching and meditation guidance

• Paid parental and pregnancy leave and new parent gift boxes

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Pet insurance and Pet Telehealth

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free legal services that provide legal advice, document creation and estate planning

• Employee bonus referral program

• Student loan refinancing assistance

• Employee perks and discounts program

RingCentral's Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone(MVP) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, the compensation range for this position is between $74,000 and $107,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

This role has an application deadline of June 30,2024. Please apply prior to the deadline to be considered for the role.