Customer Support Manager

13 hours ago

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GlossGenius

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Description

• About GlossGenius • GlossGenius is building an ecosystem enabling entrepreneurs to succeed. • We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more. • Over 75,000 small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. • Joining its powerful, intuitive platform with its vibrant, distinguished brand, GlossGenius is the ideal combination of a fintech, SMB software, and consumer company all in one. • About the Role • Our customers are the core of our business, and we’re looking for a Manager to lead, mentor, and guide our incredible phone support team to help our customers achieve their goals. • In this role, you will coach and develop the team to ensure the Customer Support Experts are hitting their KPIs and meeting all SLAs. • You will monitor the phone queue and advise CX leadership of any customer trends or causes for concern. • You will also look for operational and process improvements to help us build a scalable and efficient organization. • You will report to the VP of Customer Experience and can be based remotely anywhere in the continental United States.

Requirements

• 3+ years experience managing customer support teams of 6+ individuals • Experience managing a team of phone support agents • Proven record of driving results for your team to meet or exceed performance standards while improving the overall customer experience • Experience driving solutions for operations and people management challenges

Benefits

• Flexible PTO • Competitive health & dental insurance options, with premiums partially or fully covered by GG • In-person opportunities that are designed to help team members foster collaboration and build community (ie; working out of a co-working space, team dinners, and other team building activities) • Fertility and adoption benefits via Carrot • Generous, fully-paid parental leave policy • 401k benefit - employees are eligible to contribute starting day 1 of employment • Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses • Pre-tax commuter benefits • Dependent Care FSA • Home office support