The Customer Support Manager is a leader and mentor, bringing together a team of support specialists who are tasked with creating positive customer experiences and promote exceptional customer satisfaction. This role will model our culture of providing a customer experience that is Easy, Smart and Human. Leading a team to ensure that the customer is at the heart of all we do and inspiring employees to engage in this process. The Customer Support Manager will also be responsible for understanding metrics, assist in the implementation of strategic goals and act as the voice of the customer, passing along feedback to other departments to better the product experience.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
- Create high performance environment for team members
- Manage all aspects of direct staff (onboarding, performance, merit, warnings), development and recruitment
- Coaching direct reports through one on ones to meet their personal and professional goals
- Analyzing and interpreting call center reports, managing resources to meet team KPIs
- Maintain a good professional relationship with cross departmental such as Customer Success, Professional Services, and Product
- Proactively communicate trends and internal and external pain points based on data analysis
- Evaluating processes for continuous improvement and coordinating for betterment of the process
- Manage escalations from internal and external sources
- Proactively communicate key challenges, priorities, staff changes or requirements to your leader in a timely manner