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Customer Support Manager in Mountain View, CO at Staffing Now

Date Posted: 1/31/2019

Job Snapshot

Job Description

SNI Companies is seeking a professional who will step into a Customer Support Manager role. This individual will be responsible for managing the customer support division. In this Customer Support Manager role, you will work directly with customers as well as manage a outsourced support team, while enhancing the customer experience.

Job Description

Responsibilities

  • Drive goals and metrics
  • Create training programs for your team
  • Help your team identify hot points with customers in our processes and policies
  • Be the point of contact for customers when de-escalation is needed
  • Enhance the customer experience and build loyalty while ensuring your team provides outstanding customer service
  • Ensure team is up to date on all new processes and features
  • Ensure customer feedback is heard by giving the feedback to internal team stakeholders
  • Analyze statistics and compile accurate reports
  • Provide development to direct reports while providing an environment where they can succeed

Skills and Competencies

  • 3+ years of experience leading a customer-facing team
  • 3+ years providing hands on, high quality customer service via email
  • Advanced experience with Zendesk configuration and customization
  • Ability to think strategically and lead a team
  • Communicate effectively both written and verbally
  • Strong ability to troubleshoot and multi-task

Education Requirements

  • Bachelor's Degree or equivalent experience