Customer Support Manager

Job Description

Get Involved!

Samaritan’s Purse is a non-denominational evangelical Christian organization providing spiritual and physical aid to hurting people around the world. For over 50 years, Samaritan’s Purse has helped meet needs of people who are victims of war, poverty, natural disasters, disease, and famine with the purpose of sharing God’s love through His Son, Jesus Christ.

We have an incredible opportunity for an experienced Customer Support Manager to join our internal IT department! This manager ensures that our products are supported with excellence (for both internal and external users) through proactively assessing support needs, proposing solutions, and leading a support team that answers questions, communicates needs, and provides quality documentation and training.  If you are searching more than just a job, but a Career with lasting impact, come see how we accomplish that!

Overview:

• Must maintain a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ
• Supervises staff who support products, write documentation, provide training, and create online training modules.
• Maintains expert knowledge of our product suite and how Samaritan’s Purse uses our products.
• Maintains thorough knowledge of how other ministries use our products.
• Manages a queue or queues of support tickets, prioritizing and assigning tickets and ensuring that the needs of users of our products are met including our donor management products and our reporting tool.
• Builds and maintains profiles of the ministry areas and ministries that we support and how they are using our products.
• Proactively meets with internal ministry areas to observe their use of the products, assess product needs, and identify documentation, training, and support opportunities. 
• Communicates observations to Product Owners and proposes ideas for solutions that will help the ministry areas work more effectively.
• Implements improvements for internal departmental processes that will help us provide more efficient support.
• Ensures consistency between documentation and training across products.
• Ensures that new features and product changes are effectively communicated to users through in-person discussions, documentation, and/or training.
• Provides hands-on support when required by researching issues, answering questions, and ensuring that documentation and training are updated to reflect needs.
• Monitors tickets and ensures that Service Level Agreements are being met.

Ministry/Mission Requirements:

• Faithfully upholds the ministry in prayer.
• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ.
• Consistently participates in daily staff devotions.
• Demonstrate behavior aligned with SP’s Mission Statement, Statement of Faith, Hallmarks, policies, and expectations.
• Effectively represents Jesus Christ to those within both personal and professional spheres of influence.
• Maintain a strong Christian witness to colleagues, vendors, charitable beneficiaries, and the general public.

Our Benefits:

• Career with Purpose!
• Great work/life balance
• Extremely Competitive 401(k) retirement savings plan (high matching)
• Extremely Competitive Medical, prescription, dental & vision insurance
• Competitive vacation and time off benefits
• Flexible Spending Account (FSA)
• Long term and short term disability insurance