Share this Job

Manager of Global Customer Support

Date:  Jan 13, 2022

Remote, MA, US, Remote

Company Name:  EBSCO Information Services

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that will motivate you, inspire you, and allow you to grow. We are looking for the best. If you are too, we encourage you to explore our unique opportunities.

The Manager of Global Customer Support manages a team of Technical Support Representatives responsible for post-sale technical support services to customers.  Role oversees the installation, troubleshooting, problem resolution and maintenance of EBSCO products and services.

Responsibilities include coordinating and supervising the daily activities of a technical support team:

  • Sets priorities for the team to ensure task completion,
  • Coordinates work activities with other teams
  • Makes decisions based on policies, existing procedures, and business plan


The role includes the hiring, organization, and training of staff responsible for providing technical support to customers and sales for all EIS products.  


The role involves frequent contact with customers and sales teams for prioritization and issue resolution.

Essential Functions       

  • Day to day management of a team of technical support reps,
  • Act as a point of escalation for support cases outside of KPI’s and customer escalations reported by sales,
  • Evaluate KPI’s and workload, re-assign work as needed to achieve KPI’s and customer satisfaction
  • Coordinate and disseminate communications to team on product releases and organization updates to ensure progression of knowledge and information within team
  • Perform work evaluations on cases completed by technical support reps to ensure compliance with Global Support Standards,
  • Establish a culture of accountability and bias towards action
  • Engage sales on a recurring basis to share support results, gather feedback on performance, and ensure open lines of communication
  • Constantly evaluate work to identify process improvement opportunities, propose solutions, and drive to completion
  • Build processes that streamline communications across EIS teams including trainers, PM, Sales, Catalog and other Support Teams


Required Qualifications

  • Bachelor’s degree or 3-5 years of equivalent experience required
  • 5+ years of leadership experience in a technical support environment


Preferred Qualifications

  • Excellent communication skills, both written and verbal
  • Ability to perform statistical analysis and draw conclusions from results
  • Excellent time management skills with ability to multi-task
  • Positive attitude and team player
  • Must be able to work independently with little supervision


We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Job Segment: Outside Sales, Manager, Compliance, Statistics, Customer Service, Sales, Management, Legal, Data