Hybrid Customer Support Supervisor

Posted last month

Apply now

About the role

  • Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers
  • Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
  • Oversee incoming and outgoing communications to ensure timely, accurate and professional responses
  • Set, monitor and frequently review team goals and metrics
  • Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns
  • Recognize potential system defects and escalate internally when appropriate
  • Handle escalated situations and act urgently when necessary
  • Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation
  • Manage client relationships by providing top level support
  • Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example
  • Perform other general duties as assigned

Requirements

  • Minimum of 4 years’ experience supervising Customer Service personnel in a call center environment
  • Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship
  • Excellent professional verbal and written communication skills
  • Detailed oriented; strong organizational skills
  • Strong critical thinking and analytical skills
  • Independent decision making and delegation experience
  • Advanced computer skills, especially in Microsoft Word & Excel
  • Experience with Service Cloud is a plus
  • Ability to identify the root cause of a problem and develop solutions to mitigate
  • Interdepartmental and customer relationship skills
  • Work schedule flexibility
  • Multiple languages a plus

Benefits

  • Competitive salary
  • Paid parental leave
  • Generous paid time off
  • Medical, dental, vision, FSA, Life/AD&D, long and short term disability
  • 401K matching
  • Employee referral program

Job title

Customer Support Supervisor

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

Location requirements

Report this job

See something inaccurate? Let us know and we'll update the listing.

Report job