Manager of Customer Support

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Last Updated May 08, 2019
Mid Level | W2 | On-Site | Full-Time

Description

This role is primarily responsible for managing the customer success team and the day to day operations of the team. This role reports directly to the VP of Sales and Customer Success and works closely with departmental leaders to drive efficiency and company growth. In order to qualify for this role you must have shown strong work ethic, integrity, leadership ability, focus, discipline, and relentless customer focused support.


This person’s primary responsibilities are:


  • Team meetings and preparation: help prepare data, agenda, and content for the weekly CS meeting and trainings
  • 1 on 1s with CS reps and CS Team Lead: perform 1 on 1s with CS reps to review metrics, successes, growth areas. Manage career path and personal growth objectives as well.
  • Quality assurance: Review calls, coach, and discipline based on increasing team quality
  • On-boarding and Training: Help design and deliver on-boarding and training to new and tenured reps.
  • Recruitment when necessary: Help back-fill and recruit as team capacity needs change.
  • Customer escalations: Take customer escalations and determine appropriate customer-centric solutions
  • Managing the schedule: Construct and manage the schedule ensuring that vacation, days off, weekends, etc. are managed to deliver a high level of service to the customer
  • Proposing and managing tests to drive efficiency and growth: Identify areas of growth for team design, structure, and responsibilities, and propose ways to improve key business KPIs through testing new initiatives.


Qualifications:

  • 5+ Years of Call Center Customer Service Experience
  • Exceptional Leadership Skills
  • A minimum of 2 years Adwerx Experience (if internal applicant)
  • Above average verbal, written and presentation skills
  • Ability to work effectively both independently and as part of a team
  • Intermediate competency in Microsoft Excel, Word, and Powerpoint
  • Strong organizational skills 
  • Ability to work on tight deadlines
The company Benefits and Perks will carry over into the job post.

Job Details





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Looking for a motivated candidate with the following skills:

  1. Technology Support Team Management
  2. Hiring/ Performance Management
  3. Multi-Channel Customer Interactions

Benefits & Perks

  • Free nutrition services with a registered Dietician!
  • Opportunities for continued education
  • 3 weeks paid parental leave for all Mom's and Dad's
  • 1/2 day PTO reward when Adwerx hits monthly revenue goals!
  • 18 days of Paid Time Off per year (23 days after 3 years!)
  • Company-sponsored events and happy hours
  • 401(k) plan with up to a 4% company match
  • 8 company-paid holidays per year
  • 100% company-paid disability and life insurance policies
  • 100% company-paid medical, dental and vision coverage

Our employees work hard for us so we work hard to take care of them by providing a best-in-class benefit offering to our team. 

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