Customer Support Team Manager

June 8

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💰 $30M Series C on 2022-02

Description

• First and foremost, you are an excellent coach. Your task is to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say "This isn't good, and here's why", keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and can become a product expert to serve as an excellent coaching source for your agents. • Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90% • Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations • Occasionally handling angry customer escalations • Ensure schedule adherence by agents and desired productivity levels • Maintaining coaching logs and providing regular written feedback to agents • Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9 • Listen to team members' feedback and resolve any challenges or conflicts • Initiate consequence management steps in the case of low-performing team members • Delegate tasks to high potential team members to build a culture of learning and development in the team • Suggest and lead team building activities for team motivation

Requirements

• +2 years of team manager experience- you've directly led and managed a team • +2 years of coaching experience - you've been directly responsible for helping others improve their performance • +2 years of customer service experience - you have been in a customer-facing position 

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service