The opportunity
As an experienced leader on our Customer Support team, you will be responsible for guiding your team of Support Advocates as they expertly handle a high volume of customer inquiries across multiple channels. In this role, you will focus on keeping work quality high and response…
What you'll do
Lead a team of Customer Support Advocates who assist our customers with: inbound support inquiries across multiple channels
Obsess over customer satisfaction and set clear expectations with your team: for what successful customer interactions look like
Own and publish key metrics for your team related to productivity and service quality
Work closely with the Talent Acquisition and Training teams to evaluate and: successfully onboard and ramp new employees
Assist with resolving customer critical moments and turning a customer’s: negative experience into a positive one
Understand customer needs and make recommendations to improve customer outcomes
What they're looking for
- year degree or equivalent work experience3+ years leading a customer service team
- Passion for helping customers and superior customer support skills: ability to be empathetic, compassionate, responsive and resourceful
- Experience and skill with mentoring, coaching, and performance management: Proficiency with CRM and customer service communication platforms
- Experience identifying service trends and creating a path to resolve them
- Self-driven to be productive and seek out self-improvement
- Genuine desire to improve the quality of service we provide as well as the experience of our team members
- Comfort and experience leading a team through effective change management and stressful situations
- Strong written and verbal communication skills with acute attention to detail
