Customer Support Manager

Job Description

The Manager of Customer Support is responsible for the supervision and operational management of a customer-centric workforce focused on solving issues for our customers. The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction.
Responsibilities…
Influence others, lead, coach, and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.
Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; 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 which includes but is 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 determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; and analyzing information and applications.
Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
Responsible for providing employees with technical resources; providing technical 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 organizations.
Act as an escalation point for high-severity customer issues that arise from within the team; directly from customers; or from other HighLevel functions.
Serve as an influential leader by demonstrating professionalism, passion, and enthusiasm, providing communication, and motivation, and creating teamwork and collaboration.
Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.
Requirements:
Associate’s/ Bachelor’s degree or equivalent experience
5+ Years in management
SaaS software experience
Several years running technical customer-facing teams.
Experience in managing a team of over 20+
Project management skills
Leading a results-driven team
People manager at heart, you love mentoring, leading, and contributing to the professional development of those around you
Strong collaboration, time management, influencing, and prioritization skills are critical to the success of this role
The ability to build and maintain relationships internally with the team and 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
The candidate is technically savvy and has an interest in leveraging data, analytics, and automation to drive demonstrable customer and team success
Strong customer-facing communication skills
Demonstrated data-driven approach to problem-solving
Must be a go-getter and not afraid to ask questions
Must have basic computer and Excel skills
Language Skills Required Vs. Preferred:
Fluent in English.
Demonstrated verbal and written communication skills