Manager, Customer Support
Description
Position: Manager, Customer Support
Location: Voices.com
Department: Customer Service
Reports to: Director, Customer Experience
Employment Type: Full-time
About the Role:
We are seeking an experienced and dynamic Manager, Customer Support to lead our customer support team. The ideal candidate will have over 5+ years of direct management experience in customer support, demonstrating a track record of success in managing teams and improving customer satisfaction. The Manager of Customer Support will be responsible for overseeing daily operations, ensuring the team meets its performance targets, communicating quantitative and qualitative customer feedback data to the broader organization, and recommending and implementing strategies to enhance service and product quality.
Key Responsibilities:
Customer Support Operations:
- Lead, mentor, and manage a team of front-line customer support representatives.
- Oversee the day-to-day operations of the front-line customer support department, ensuring timely and effective resolution of customer issues.
- Ensure high levels of customer satisfaction by maintaining service quality standards.
- Monitor and analyze support metrics to identify areas for improvement and implement necessary changes.
- Handle escalated customer complaints and complex issues, providing solutions and ensuring follow-up.
- Act as a liaison between customers and other departments to ensure seamless service delivery.
- Maintain up-to-date knowledge of company products, services, and policies to provide accurate information to customers. Create new policies and procedures when changes arise.
Performance Management:
- Set performance targets and KPIs for the customer support team that align with the company goals. Monitor performance towards these targets and drive tactics to ensure company goals are met.
- Conduct on-the-spot and structured coaching sessions to ensure continuous improvement and that the team is knowledgeable about changes to platform features, policies, and procedures.
- Provide regular reports to senior management on team performance and productivity. Implement strategies to improve team performance.
- Conduct semi-annual performance reviews.
- Foster a positive and productive work environment, encouraging teamwork and professional growth.
Cross Department Collaboration:
- Gather and analyze customer feedback to identify trends and customer pain points.
- Utilize these insights and data points of external and internal customer problems to derive recommendations for service and product improvements.
- Communicate these recommendations with senior management and other departments via written, oral and visual presentations,
- Prepare monthly flash reports and quarterly deep dives into the quantitative and qualitative aspects of our customer’s feedback.
- Collaborate with other departments to ensure a seamless customer experience via ad hoc and regularly scheduled meetings.
- Come prepared with customer feedback data to contribute to product roadmap creation meetings, design sprints and monthly business reporting. Ensure you have the input of your frontline staff to provide colour to data points or prep your front-line team members to participate in these planning sessions.
AI Program Implementation:
- Lead the launch of our AI program to provide scalable, worldwide customer support.
- Collaborate with the tech team to integrate AI solutions into the customer support workflow.
- Implement and train the customer support team on utilizing AI tools and ensure smooth adoption.
- Monitor the performance and effectiveness of AI-driven support and make necessary adjustments.
- Stay up-to-date with industry trends and advancements in customer support technology.
Key Performance Indicators (KPIs):
- Customer Satisfaction Score (CSAT): Measure of customer satisfaction based on survey responses.
- First Response Time (FRT): Average time taken to respond to a customer's initial inquiry.
- First Contact Resolution (FCR): Percentage of customer issues resolved on the first contact.
- Average Handle Time (AHT): Average time taken to resolve customer issues.
- Net Promoter Score (NPS): Measure of customer loyalty and likelihood to recommend the company.
- Ticket Volume: Number of customer support tickets handled, resolved and reported on customer dispositions.
- Employee Case Scorecards: Ensure Voices Customer Support reps are following procedure and living the Voices Values through monthly case scorecard reviews.
- Employee Satisfaction and Retention: Metrics related to team satisfaction and turnover rates.
- Adherence to Service Level Agreements (SLAs): Ensure intradepartmental procedures are being followed.
Qualifications:
- Bachelor's degree in Business Administration, Management, or related field.
- Minimum of 7 years of experience in customer support, with at least 5 years in a management role.
- Experience in a marketplace or online platform environment is highly preferred.
- Strong leadership and team management skills.
- Strong problem-solving skills and ability to handle escalated issues effectively with a customer-centric mindset.
- Excellent verbal and written communication, emotional intelligence and interpersonal skills.
- Have a keen eye for detail, and the big picture.
- Ability to analyze data and implement strategies for improvement. Intermediate or advanced skills in Excel or Gsheets are valuable.
- Ability to present internal and external customer problems, data, and recommendations in a concise and impactful manner to gain buy-in from others (up, lateral and down).
- Proficiency in customer support software and CRM systems (preferably Salesforce).
- Experience procuring or implementing AI Agent or Chatbot software.
- Strong execution skills for large projects for new processes and/or software.
- Adept change management skills to navigate the environment of a high-growth tech company and the evolving world of customer support.
- Ability to work in a fast-paced and dynamic environment.
Equal Employment Opportunities
Voices values diversity. We're proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.
Accommodation
Voices is committed to providing accommodation for applicants with disabilities; please let us know if you require an accommodation during the recruitment process.
Application Process
Interested candidates are encouraged to send their cover letter and resume by completing the online application. By doing so, your resume is guaranteed to be reviewed.