Customer Support Specialist assisting the Mable community through high - volume inbound calls. Advocating for users and providing guidance while maintaining service excellence.
About the role
- Supervisor for Customer Support managing agent performance and customer satisfaction through KPIs and training. Engage with agents to enhance service quality in a hybrid work environment.
Responsibilities
- Monitor and evaluate agent performance against set KPIs, including tickets taken, ticket solve rates, first response times, and total resolution times.
- Actively manage ticket queues to ensure efficient distribution and prioritization of tasks.
- Identify training needs for agents struggling to meet performance targets.
- Collaborate with Training to identify areas where documentation and support materials are lacking.
- Regularly analyze performance data to identify trends, areas for improvement, and successes.
- Ensure all customer interactions are handled professionally and in line with company standards.
- Other duties as required.
Requirements
- 5+ years of experience in a customer support or customer service environment, with at least 3+ years in a supervisory or team lead role
- Proven experience managing agent performance using KPIs such as SLAs, CSAT, first response time, and resolution time
- Strong coaching and people-management skills, with the ability to motivate, develop, and hold team members accountable
- Demonstrated ability to analyze performance data, identify trends, and translate insights into actionable improvement plans
- Experience with ticketing and customer support platforms (e.g., Zendesk, Freshdesk, ServiceNow, or similar)
- Excellent written and verbal communication skills, with the ability to provide clear feedback and present reports to senior leadership
- Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment
- Ability to collaborate cross-functionally with Training, Product, and Enablement teams
- Customer-focused mindset with a commitment to delivering high-quality service and continuous improvement.
Benefits
- Competitive base
- Flexible Time Off
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Match
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