Oversee and actively participate in the daily operation of our National Support Center handling client and volunteer support inquiries.
Ensure consistent bilingual phone and email coverage from 9:00 a.m.–5:00 p.m. Monday–Friday, and 7:30 a.m.–3:00 p.m. on Saturdays.
Use strong customer‑service and problem‑solving skills to personally handle support tickets, including those that require management‑level attention.
Serve as the primary point of contact for our answering‑service vendor partner and supervise up to 3 staff.
Help maintain and improve Standard Operating Procedures (SOPs) to promote consistency, clarity, and efficiency across all support processes.
Identify needs, issues, and opportunities for improvement as they arise, collaborating with the broader AJ team to develop solutions.
Work confidently across multiple systems, including our phone platform, scheduling system, and case‑management system.

Fluent English written/verbal proficiency required.
Advanced Spanish written/verbal proficiency preferred.
2+ years customer care experience.
Volunteer coordination experience a plus.
Highly computer proficient, able to quickly learn new systems and use them efficiently and train others.
Experience with Zendesk, Vonage, or Acuity, a plus.
A multi-tasker who is organized administratively and thinks in process-oriented ways.
Exceptional personal communication skills with an ability to lead and train others.

Support Center Manager

Key skills