Customer Support Manager - Shift 1

Genesis Digital, LLC is seeking a Customer Support Manager to build and support a specific shift on their Customer Support team. This role involves overseeing support agents, managing performance, and ensuring excellent customer service delivery.

Responsibilities:

• Manage a shift team of 6-10 technical support agents who provide service to our software’s customer base
• Manage and coach Shift Lead role as they provide support to agents on shift and answer high level technical tickets
• Manage and coach the Customer Support team by answering specific ticket questions, aiding in research or investigation of a customer issue, reviewing ticket quality, ensuring continuity of standard operating procedure across all employees within the department
• Monitor agent productivity through detailed analysis and tracking
• Act as a trusted advisor and subject matter expert for agents and reliable employee information resource to Senior Manager of CS
• Mediate/Resolve internal conflict between staff
• Create/update staffing schedules to ensure even, appropriate coverage for tickets and live chat on your shift
• Manage the performance of direct reports through regular 1:1s, team meetings, annual reviews, and, where necessary, warnings, PIPs, and terminations
• Hire new members of the team as needed
• Manage a staffing budget for your shift
• Track and approve time off requests
• Approve payroll for the members of your shift
• Streamline internal team processes to deliver world class customer service
• Participate in providing a red carpet experience throughout the customer lifecycle and facilitate overall customer satisfaction
• Represent GD customers internally, reporting product behavioral issues, aiding is expanding agent knowledge, and following up to ensure escalated issues are resolved
• Work closely with Director CS to communicate product issues, feature requests, and overall customer sentiment across multiple channels and leadership
• Communication and management of outsourced/vendor teams
• Communicate directly with 'trouble' customers, while working to de-escalate frustration
• Other duties as assigned by the Senior Support Manager and VP of Strategic Programs and Customer Support

Requirements:

• Bachelor's degree preferred
• At least 1-5 years of industry and supervisory experience
• Proven experience in a technical support or billing role, with a track record of problem-solving in complex scenarios
• Demonstrated ability to collaborate across teams and functions
• Experience working fully remote
• Leadership qualities, such as motivation techniques and conflict-management
• Time management skills, high technical aptitude for software, solutions oriented and attention to detail
• Friendly, caring and knack for leaving a lasting positive impression on team members and customers
• Strong communication skills and a customer-first approach
• Experience in a leadership or mentorship capacity is preferred