The posting
The Customer Support Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast-paced and rapidly changing environment. This individual serves as coach, mentor, and leader to help individuals grow in their career while setting expectations on performance-based feedback and transparency.
The Customer Support Manager is a subject matter expert and an accessible point of contact for our internal stakeholders and external customers. As a department leader, he/she upholds quality service standards while modeling adherence to standard operating procedures and helping to drive the strategies developed to enhance customer experience. Through effective leadership, this role will promote a culture that is consistent with the Shorr organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience.
Responsibilities
Hiring: Responsible for hiring of new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions. Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities. Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed. Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met. Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.
Process Improvement: Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team on a regular basis. Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness. Recommend process improvements to drive efficiency and improved customer experience.
Customer/Sales Support: Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality. Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met. Support onboarding and training of new Account Executives on customer facing activities as it relates to the division and customer support department. Provide support on cross-functional initiatives as internal liaison for customer support team with Shorr stakeholders including sales, marketing, finance, and operations. Other duties as assigned.
Requirements Bachelors Degree or equivalent required Minimum of 5+ years leading or managing a customer support team Prior experience managing a team in a fast paced, high intensity, customer focused environment Demonstrated in-depth knowledge of Shorr’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports. Ability to remain calm and professional under pressure while modeling such to their team members. Excellent leadership and interpersonal skills. Strong organization skills and ability to multi-task/prioritize based on urgency. Strong written and verbal communication skills with ability to communicate across multiple levels within an organization. Demonstrated ability to analyze complex situation and effectively problem-solve. Proven capacity to discern when confidentiality must be observed. Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements. Must be efficient in all Microsoft Suite applications including Outlook, TEAMS, Word, Excel, and Power Point Experience with CRM systems such as Salesforce, Hubspot, etc. required. Experience with order automation systems required; artificial intelligence (AI) experience preferred. Ability to work flexible hours and travel periodically when necessary.
