Customer Support Manager

Customer Service Austin, Texas


Description

Position at FloSports

FloSports has led the way in establishing a world-class digital streaming experience for millions of fans, families, and athletes of over 25 different underserved sports. Imagine creating a digital platform that unites the casual fan with the most dedicated spectator, both experiencing thrilling live events from around the world with interactive features, real-time analytics, powerful broadcast technology, and more. Combine that with our unique original sports content ranging from breaking news and expert commentary to feature films, documentaries, and multi-episodic series. That’s what FloSports is all about. We have successfully revolutionized the global sports media industry- the result of creating a diverse team of technologists and die-hard wrestlers, creators and devoted cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and casual sports fans… united by a shared passion to delight the underrepresented communities we serve. We are creating a home for underserved sports and we’re looking for people like you to help us!


THE ROLE:

We are looking for a customer-obsessed, contact center expert to inspire, empower and lead our Support team. You will focus on opportunities to improve the customer experience, elevate the team and find wins with cross functional partners. You will help foster a culture of continuous improvement, provide thought leadership, influence change and deliver big improvements for our customers. This role will be key to making sure the Customer Support department can meet, but ideally exceed, departmental and company goals. 


RESPONSIBILITIES:

  • Recruit, hire, train and develop a team that can successfully deliver an amazing experience for our customers.
  • Create a high-performing team environment that promotes engagement, accountability and productivity.
  • Lead team meetings to ensure the flow of information, alignment and collaboration is meeting the needs of the business and supporting your team effectively
  • Play a key role in efforts to scale with business growth while keeping the customer experience at the forefront.
  • Build and maintain forecast and staffing plans to successfully handle incoming volumes
  • Support and implement key programs (retention, quality, CSAT) and drive organizational change that improves customer experience and reduces customer effort
  • Play a role in the evaluation of new tools or vendors
  • Ensure accurate data collection, analysis, and reporting on Customer Support KPIs
  • Improve department performance by using a quantitative approach for issue identification, root cause analysis, and solution rollouts
  • Exceptional management of daily queues, workflows and operations 
  • Handle escalations as needed and use each experience as a learning opportunity 
  • Understand the metrics driving success and be able to create reports, analyze and  share info with all stakeholders in a digestible manner and cohesive manner.
  • Analyze the bottlenecks in processes and identify the areas of opportunities 
  • Help manage relationships with BPO partners including setting target KPIs, leading operational reviews, and building staffing plans
  • Work in partnership with other managers to identify and coordinate timelines, dependencies, and resources needed to successfully launch and maintain new and existing programs
  • Assisting in the training of new teams we onboard through acquisitions
  • Responsible for resource planning to manage volumes, reach objectives 
  • Other projects and tasks as assigned and necessary 

KNOWLEDGE, SKILLS AND ABILITIES: 

  • Must have demonstrated success in managing an omnichannel contact center, deep knowledge and expertise of contact center operations, processes, and systems.
  • 4+ years experience in Contact Center leadership and team management
  • 2+ years managing leadership positions
  • 2+ years of experience in social media
  • Proven experience in managing heavy volumes and recovery plans
  • Bachelor’s degree or equivalent required
  • Experience with Salesforce Service Cloud
  • Advanced Excel skills 
  • Excellent communication skills, both written and verbal
  • Strong business acumen and judgment with the ability to connect department initiatives to company goals
  • Proven strong coaching and people development skills
  • Energetic personality
  • Emotionally intelligent leader that leads by example
  • Excellent organizational skills and an ability to handle multiple tasks simultaneously while meeting deadlines
  • Demonstrated success building consensus across the organization, and communicating with leadership at all levels
  • Comfortable working in a fast-paced, ambiguous environment with limited direction and simultaneous projects
  • Have a passion for creatively solving problems and using data to measure, manage and make decisions
  • Able to work a flexible schedule to include potential rotations of split shifts, weekends, holidays and overtime based on business needs

OUR COMMITMENT TO DIVERSITY:

At FloSports, we are bonded by our passion for sports and our purpose to unite communities around experiences that finally give underserved sports the love they deserve. We recognize the need to build a company that seeks out, embraces, and celebrates our individual differences, ideas, and talent. FloSports is committed to the pursuit of a fair, equal, and inclusive workplace where everyone is given the opportunity to grow to their fullest potential. As such, we are intentional in our hiring practices in an effort to overcome systemic biases we may be blind to. FloSports has adopted the “blind recruiting” process, which aims to open our opportunities up to more candidates, help us be more objective in how we review applicants and mitigate bias in our decision making processes.


OUR BENEFITS:

  • Recognized two years in a row as a Top Workplace by the Austin-American Statesman
  • Flexibility at work - you can take control of your profession and personal schedule
  • All-hands events hosted twice a year in beautiful Austin, Texas 
  • Annual equity awards for all top performers
  • Competitive and comprehensive medical, dental and vision plans
  • Peace of mind through company-paid short-term disability, long-term disability and life insurance
  • Generous 401(K) company match vested immediately
  • Progressive parental leave policies
  • Unlimited paid time off
  • Hack-a-thons and a full calendar of team-building and social events
  • Free laundry service for all positions that require travel
  • Company donation to youth teams and leagues that our employees coach
  • Stocked snack bar, catered lunch and breakfast tacos every week