Associate Manager
About this role
Discover your 100% YOU with MicroSourcing!
Position: Associate Manager
Work setup & shift: Work from home
Why join MicroSourcing?
You'll have:
Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role:
The Associate Manager is a customer-focused leadership role responsible for managing complex customer interactions, supporting team performance, maintaining operational efficiency, and contributing to process and product improvements.
The role is 60% focused on customer interactions and requires strong expertise in company products, integrations, API troubleshooting, case management, and team leadership.
Key Responsibilities
1. Customer Support & Case Management
Serve as an expert in PandaDoc and effectively resolve Tier 1 and Tier 2 issues, including low-, medium-, and high-complexity cases.
Demonstrate extensive knowledge of integrations and APIs and independently identify and implement appropriate solutions.
Resolve customer issues with a high level of autonomy and accountability.
Use incident management technologies to register, validate, track, and resolve application incidents.
Manage incoming cases effectively while ensuring inbox efficiency and SLA compliance.
Effectively manage escalations and ensure timely resolution and communication with internal and external stakeholders.
Work closely with teams across the US, EU, and Philippines to deliver world-class customer service.
2. Performance & Quality Management
Contribute regularly to Quality Assurance (QA) evaluations to ensure knowledge accuracy and effective case management.
- Monitor and maintain performance against established KPIs, including:
CSAT
SLA Compliance
Quality Assurance
Cases per Day
Solve Rate
Closed-Won Handoffs
Continuously identify opportunities to improve service quality and operational performance.
3. Team Leadership & Development
Provide guidance and support to new hires and team members requiring additional development.
Support new-hire onboarding and training, helping employees successfully ramp to full production.
Mentor new hires throughout onboarding and continue supporting team members after onboarding by leveraging expertise to develop their capabilities.
Actively participate in team communication channels.
Facilitate feedback and process improvement meetings.
Drive initiatives that positively impact team morale and engagement.
4. Workforce & Operational Management
Manage intraday schedule changes and staffing needs.
Demonstrate proficiency in managing the support queue while maintaining SLA compliance.
Support leadership in effectively managing escalations and operational priorities.
Work collaboratively with the team to implement effective solutions around processes and projects.
5. Product, Process & Cross-Functional Collaboration
Support product feature releases and collaborate with Product Teams and internal Support Enablement.
Effectively deliver product updates and enablement to the team.
Participate in projects and initiatives in collaboration with Support Leadership.
Act as a respected and involved cross-functional leader in projects and initiatives designed to improve Support.
Contribute to continuous process improvement and operational excellence.
Experience & Qualifications
3–5 years of experience on the team, demonstrating leadership capability and a proven track record of high performance.
Strong knowledge of PandaDoc products and support processes.
Demonstrated expertise in investigating and troubleshooting integrations, APIs, and other complex product areas.
Proven ability to resolve customer issues with full autonomy.
Strong communication, collaboration, and problem-solving skills.
Demonstrated ability to mentor and develop team members.
Ability to effectively manage priorities, escalations, and operational requirements.
How Success Is Measured
Meeting or exceeding established KPIs, including CSAT, SLA compliance, QA, cases per day, solve rate, and closed-won handoffs.
Consistently demonstrating behaviors aligned with LIFE values.
Demonstrating effective leadership, mentorship, and collaboration.
Resolving customer issues with full autonomy.
Demonstrating continuous learning and knowledge development.
Regular contribution to Quality Assurance evaluations.
Effective management and completion of projects in collaboration with Support Leadership.
Active participation in team and leadership meetings.
Maintaining strong customer experience and operational performance.
Indicators of Progression Within the Organization
Act as an expert in investigating and troubleshooting integrations, APIs, and other complex product areas.
Demonstrate proficiency in managing the queue while consistently maintaining SLA compliance.
Effectively manage escalations and ensure appropriate resolution and communication internally and externally.
Mentor new hires throughout onboarding and support team members post-onboarding to further develop their capabilities.
Regularly contribute to QA evaluations and initiatives designed to improve team knowledge and performance.
Establish credibility as a respected leader who actively contributes to cross-functional projects and initiatives.
Drive initiatives that positively impact team morale and engagement.
Effectively deliver product updates, training, and enablement to the team.
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About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
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Originally posted on Himalayas
