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Manager, Customer Support

Posted 30 days agoViewed

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💎 Seniority level: Manager, 5-8 years

📍 Location: US

💸 Salary: 74970 - 100800 USD per year

🔍 Industry: Internet of Things (IoT)

⏳ Experience: 5-8 years

🪄 Skills: LeadershipStrategyCollaborationCoaching

Requirements:
  • 5-8 years of leadership experience in which you led leaders in a high-volume contact center support environment.
  • Strong problem-solving skills with the ability to exercise mature judgment.
  • Solid knowledge of support processes and the ability to identify and drive productivity and scalability changes.
  • Ability to guide teams through high growth periods.
  • Superior customer-facing skills with strategic account representation capabilities.
  • Excellent analytic skills, familiarity with reporting tools, and ability to present actionable insights.
  • Strong technology skills to resolve complex customer issues creatively.
  • Proven ability to hire, retain, and grow talent.
Responsibilities:
  • Drive the overall Frontline Customer Support strategy, including staffing, tools, and processes to ensure best-in-class customer satisfaction across all support channels.
  • Coach and develop frontline Supervisors to implement behavioral-based coaching models for consistent improvement.
  • Maintain customer satisfaction and internal quality levels at or above objectives.
  • Effectively manage staffing and contract partners critical to frontline success.
  • Ensure productivity goals are met and that the team manages quality processes from issue submission to resolution.
  • Provide effective reporting on KPIs and objectives.
  • Manage onboarding and continuing education for the frontline team.
  • Analyze customer trends for training and process improvement.
  • Champion cultural principles as the company scales.
  • Hire and lead a high-performing, inclusive team.
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