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Bullhorn, Inc.

#1457- Supervisor, Support

Remote
Bullhorn is the global leader in software for the staffing industry. After more than 20 years, more than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Led by the original co-founder, partnered with venture capital, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 35% of our employees to advance their careers in 2021. 

We are a remote-first organization and over 30% of our employees reside outside the United States. Headquartered in Boston, we also have offices in St. Louis, London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

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In the Technical Support Supervisor role, you will be responsible for managing the Sirenum Support Team in order to assist our clients in resolving technical and application related inquiries regarding Bullhorn’s Sirenum software catalog. In assessing and improving support processes and metrics, including team performance and customer satisfaction, you will work to ensure that our Sirenum Support Team continues to deliver world-class technical and application support to Bullhorn’s dynamic and growing customer base.
 
Why this job is important:

In this role, you will help coach, mentor and develop the skills the technical support analyst team needs to be successful and to deliver an incredible experience to customers, as well as help bring new processes to the team to help scale our Support efforts.

As a Technical Support Supervisor, a typical day might include:

  • Managing the recruitment, training and development of the Technical Support team, ensuring world-class support for Bullhorn’s customers who are utilizing the Sirenum products.
  • Providing leadership to the Technical Support team by mentoring Technical Support Analysts, particularly in the development of customer service, time management, and problem solving skills.
  • Managing performance and growth plans of team members, working with them to develop and implement individual career development plans.
  • Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps.
  • Developing, measuring and managing customer support metrics such as quality of service, close rates, response times, and teamwork.
  • Communicating and developing relationships with the Engineering and Technical Operations teams to prioritize and address high priority technical issues.
  • Driving the continuous improvement of internal and customer-facing documentation.
  • Identifying, managing and executing Technical Support strategic projects and initiatives.

This might be the job for you if:

  • You have 2+ year experience leading teams ideally in a customer or technical support setting.
  • You have demonstrated ability to lead a team in a highly demanding, fast-paced environment.
  • You are an effective communicator with the ability to manage and implement change in a dynamic environment.
  • You have the ability to empathize with customers and convey confidence, displaying have superb listening skills, and verbal and written communication skills.
  • You have demonstrated expertise in improving and managing Technical Support processes and methodologies.
  • You have the ability to work efficiently and effectively under stress and within tight deadlines.
  • You have exceptional organizational, time management and multi-tasking skills.

Bonus points for:

  • Experience in a Software as a Service (SaaS) environment.
  • Bullhorn ATS experience.
  • Experience with the Sirenum product catalog.

What we offer...

-Group Critical Illness, Group Income Protection, Group Life Assurance, Pension, Vision, EAP
-Access to our Discounts and Wellbeing Portal
-Optional from DAY ONE - Private Medical Coverage & Ride to Work Scheme
-Unlimited Vacation
-Full Access to LinkedIn Learning
-Quarterly paid volunteer days
-Lucrative Employee Referral Program (eligible for prior to your first day)
-Career development opportunities up/across Bullhorn

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We’re looking for real-life humans, each with their own unique set of thoughts, beliefs, cultures, identities, and a background and body that is completely individual. We also love humans who have taken less traditional paths of education and believe that experience and learning come in many forms. Together, all these unique individuals make Bullhorn stronger. If you’re reading this, you’re probably applying for/considering applying for a job with us, and we want you to know that Bullhorn is an equal opportunity employer. For us, that means we always have, and will always, strive to be as inclusive as possible in all aspects of employment and that we do not and will not tolerate discrimination of any kind.
Job ID: e35b58ff-89ef-4ccb-a41d-1462d86eee80
Employment Type: Other

This job is no longer available.

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