Customer Support Manager

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The Customer Support Manager is responsible for managing the front‑line support team as well as providing a productive and motivating working environment, addressing any issues or disputes from customers or clients with the goal of increasing customer satisfaction, loyalty, and retention, and meeting customer expectations.

• Manage the day‑to‑day functions of the frontline support team.
• Implement effective customer service procedures, policies, and standards to enhance customer satisfaction.
• Deliver performance evaluations and follow the disciplinary process according to company policy.
• Interview and hire new support staff.
• Inform the team of all new information related to products, procedures, and trends.
• Assess support statistics and prepare detailed reports on findings.
• Respond to escalated customer support issues.

• Additional duties as assigned.

• Bachelor's degree (B.A./B.S.) from a four‑year college or university.
• At least five years of experience related to association management and/or database management preferred; or equivalent combination of education and experience.
• Proficiency in MS Office applications.

At the IAPP we value in‑person connections fueled by fun, excellence, and communication. We have a hybrid work environment that allows two remote days and three days in our Portsmouth, NH office.

The IAPP is the largest and most comprehensive global information privacy community and resource. Founded in 2000, the IAPP is a not‑for‑profit organization that helps define, promote, and improve the privacy profession. More information about the IAPP is available .

Competitive compensation package including base salary, bonus, and a full range of benefits. Creative, supportive, and flexible environment. Other perks include casual dress, a dog‑friendly office, summer hours, and sabbaticals after seven years of service. We work in a “get‑stuff‑done” culture that values respect, personal and professional growth, and an entrepreneurial attitude. We have been named to Business NH Magazine’s Hall of Fame for “Best Small Companies to Work for in NH.”

View more information about all open positions on our website:
iapp.org/careers
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Mid‑Senior level

Full‑time

Other

Non‑profit Organizations