Manager, Customer Support

Take our highly rated customer support team to the next level! In this role, you will be responsible for supporting and mentoring the team by managing schedules, monitoring team performance, and taking the lead on any technical issues or client escalations that arise. Additionally, you’ll help identify and develop the teams’ strengths to set them up for success to excel within other parts of the organization. Manage, mentor, and develop a team of passionate Customer Support Representatives to ensure they understand best practices and advanced concepts. Maintain the Customer Support Team Schedules (shifts, rotations, internal meetings & training sessions). Review and follow-up on actionable surveys, and feedback received from clients daily. Monitor team performance and metrics for phone volume, staffing levels and customer satisfaction to determine where process can improve through efficiencies.