Customer Support Manager Volusion
THIS JOB HAS EXPIRED Volusion is a one-stop shop for all things ecommerce. We?re also a pretty great place to work. Based in Austin, TX, we?re currently serving 40,000+ customers and have big plans for the future. Being an industry leader isn?t easy, but we know how to make it fun. Equipped with our flip flops and free snacks, we?re leaving our competition in the dust. All we need now is you.
This is a great opportunity for a driven, motivated leader who is ready to take the next step in their career. In this role you will lead a team of front line employees to deliver customer support in a 24x7 multichannel environment. In this leadership role you will develop people, manage their performance and ensure that the conditions for success are in place. Ultimately, you are responsible for ensuring that the support organization is delivering for customers, meeting service level goals, providing a positive employee experience and building a scalable, efficient support model for our rapidly growing business. This position requires a hands-on leader who will regularly interact directly with customers.
ESSENTIAL DUTIES / RESPONSIBILITIES:
Directly responsible for goals related to customer loyalty, productivity and employee engagement.
Will manage the day-to-day operations of a team of Support Technicians who interact with customers through telephone, chat, tickets and email.
Serve as an escalation point and work across the organization to resolve customer issues.
Responsible for all aspects of performance management including staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition. Influences compensation and promotion decisions.
Review and interpret data related to team performance. Develop and implement strategies for improving performance in all key metrics, and keep senior management informed of trends and progress. Identify and implement tools necessary for ongoing measurements.
Review performance of team and conduct 1:1 coaching with team leads and front-line employees. Monitor individual performance, and deliver timely and accurate performance feedback to each team member.
Intelligently apply industry recognized best-practices for top performing contact centers.
Meeting and beating service level goals related to quality, first contact resolution, wait time, productivity, and employee engagement.
Continuously assesses and improves processes within their scope to drive down cost-to-serve while improving customer loyalty and employee engagement.
Partners with other members of Customer Experience team to identify root cause of customer contacts, and implement solutions as provided and agreed upon.
Proven ability to translate corporate strategy into tactics that are actionable, measurable, and understandable to employees.
Create a team environment that inspires employees to deliver exceptional customer service.
Demonstrated 3+ years of leadership experience
1-3 years experience in a support center environment or equivalent experience
Motivated and looking for an opportunity to grow with a great company
Previous experience that demonstrated abilities to effectively drive positive change within organizations.
Demonstrated skills in identifying performance and career development needs in team members.
Proven knowledge of call center/technical support operations and their application, including best practices regarding workflow, KPIs, staffing, quality monitoring, coaching and training.
Demonstrated experience in applying analytics to decision making.
Demonstrated experience in partnering with other business units to resolve customer issues
Demonstrates excellent communication skills, both written and verbal, and communicates clearly in all situations.
Experience in a SaaS, technology, or growth-mode company is preferred
Exceptional customer service skills are a must, technical acumen is a plus.
||Austin, TX |
THIS JOB HAS EXPIRED