Customer Support Manager Bill.com
The Customer Support Manager will be responsible for supporting and managing the relationship with a specific business customer group (groups) managing the quality and delivery of services and assuring customer satisfaction with service delivery. The Customer Support Manager will lead on all service matters including basic service changes, ongoing service performance, scoring of service and service improvement initiatives. The Customer Support Manager will be responsible for the day-to-day operations of the team?s function. The Manager will help develop and lead a world-class support organization based on state-of-the art technologies, process, and team organization models.
Work directly with executive management to continuously hone our support strategy for efficiently delivering world-class service to our customers.
Actively champion and communicate customer needs, requirements and service impact issues within the IS organization and within Service Delivery.
"Wow" our customers with effective management of our customer support chat, phone, and/or email channels.
Act as a primary point of contact and escalation for all support-related queries and issues for the assigned business area and manage escalations by ensuring that correct resources are driving their resolution and stakeholders are informed of status and progress.
Drive the collection of timely and accurate customer satisfaction and scorecard data on service quality, ensuring that service performance and reporting reflects the customer experience and ensuring that actions are taken to continuously improve performance.
Ensure smooth introduction of new services to customers through appropriate communication, stakeholder engagement and provision of training.
Recruit, train, mentor, motivate, and supervise team members in the performance of team objectives.
Report on metrics for the Customer Support organization related to individual and team performance and productivity.
Monitor case volume and escalation trends to find root-causes.
Recommend enhancements to our products, processes and services to fulfill customer needs, and work with other functions to refine and implement those changes.
Work with and coach team members to produce high morale, high quality answers and efficiency, including regular 1x1's and annual reviews.
Develop team strategy for hiring, technology, training and culture.
Education and Experience
8+ years of experience in customer service with track-record of rapid advancement.
2+ years of supervisory/management experience in a contact center environment.
Bachelors Degree in Technology/Business/Finance or equivalent work experience.
3+ years experience in Software-as-a-Service (SaaS) environments.
Exposure to web to call/chat center integration and optimization a plus.
Strong communication, relationship building and influencing skills.
Ability to prioritize according to business strategy.
Ability to develop innovative solutions and lead change.
Strong customer service focus.
Proven leadership experience in rapidly growing and changing work environment.
Always works with honesty and integrity.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources and coordination of people and resources.
Strong interpersonal skills. Must be able to develop and maintain cooperative working relationships with customers and co-workers, and peers.
Ability to maintain high degree of motivation in team members to retain focus of providing highest level of customer satisfaction.
Self-starter that delivers results in an unstructured environment required; previous start-up experience ideal.
Excellent understanding of outbound and inbound customer support processes including workflow, service segmentation, and optimization tactics and strategies.
Demonstrated ability to be highly proactive and detail oriented (nothing slips through).
Strong written and oral communication skills, excellent listening skills.
Creative problem solving skills.
Great collaboration skills with different functional teams.
Excellent organizational and time management skills - must possess ability to prioritize and balance multiple task simultaneously.
Ability to cope with multiple deadlines, and working under pressure.
Ability to formulate and adapt to new processes and procedures.
Solid PC skills including thorough knowledge of MS Word, PowerPoint, Excel.
||Palo Alto, CA |