Customer Support Manager

Role Overview

• Influence, lead, coach, and empower the team through motivation and encouragement to accomplish team goals and foster a positive team culture.
• Accomplishes customer service human resource objectives by recruiting, selecting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.
• Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.
• Being able to interpret data that translates into action to improve the team.
• Monitors the overall health of the support system, including, but not limited to, live ticket queues, live channel queues, major bugs, and staff availability.
• Involved in determining customer service employee requirements by maintaining contact with employees to assess areas of improvement by reviewing operational environments, conducting surveys, benchmarking best practices, analysing information and applications.
• Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; and implementing changes.
• Responsible for providing employees with technical resources and advice, resolving problems, and disseminating advisories, warnings, and new techniques.
• Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations.
• Act as an escalation point for high-severity customer issues that arise from within the team, directly from customers, or from other High-Level functions. Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.

Requirements

• Fluent in English and Spanish — both spoken and written.
• Demonstrated verbal and written communication skills.
• Associate's/ Bachelor's degree or equivalent work experience
• 3+ Years of experience managing technical support teams, ideally in a high-volume, customer-facing environment
• SaaS software experience
• Experience with tools like Zendesk, Freshdesk, Zoho, Salesforce, HighLevel
• Proven track record leading 10+ member teams, with a track record of driving performance and engagement.
• Project management skills
• Leading a results-driven team
• People manager at heart, you love mentoring, coaching and developing your team
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
• Ability to build and maintain relationships internally across teams and externally with customers
• Excellent listening, presentation and communication skills at all levels
• The ability to partner with customers and team members in developing their strategic direction
• Technically curious
• you leverage data automation and tools to improve support outcomes.
• Strong customer-facing communication and problem-solving skills
• Must be a go-getter and not afraid to ask questions and seek better ways of working
• Proficiency in basic computer applications, including excel or other reporting tools

Benefits

• Equal Employment Opportunity Information
• Health insurance
• Professional development
• Flexible work arrangements