Customer Support Manager

MJ Morgan Group - Columbia, MD

Currently in search of a Customer Support Manager to help build and manage a technical support team for a hyper growth company leading the shift to digital operations in the home services industry.

RESPONSIBILITIES

  • Manage, coach and develop a team of 5-7 Customer Support Specialists
  • Manage team to departmental procedures, policies, and KPI’s
  • Identify and mitigate customer issues, concerns, and project risks across the team
  • Ensure the team is providing timely, professional, and accurate responses to customer who submit inquiries via phone, email, or chat
  • Manage team to task compliance by ensuring all customer correspondence and necessary information is tracked in the case management system
  • Collaborate with the Director of Customer Success on customer issues that require escalation
  • Take ownership over escalated customer service issues and follow through to resolution
  • Collaborate with the Director of Customer Success to hire and replace team members as needed

KNOWLEDGE & SKILL REQUIREMENTS

  • Associates/Bachelor’s degree
  • 2-4 years experience managing in a a similar role within a software company
  • 2-4 years experience maintaining reporting sets within a similar role
  • Excellent phone and email communication skills
  • Detail oriented and organized
  • Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
  • Strong technical, analytical and troubleshooting skills
  • Ambition, drive, and ability to learn quickly and adapt to change
  • Ability to prioritize tasks/workload and thrive in a high volume, deadline sensitive environment
  • Salesforce experience is a plus
  • MS Excel experience is a plus

PREFERRED EXPERIENCE

  • MS Excel
  • Salesforce Service Cloud
  • Basecamp
  • iOS Apple Products


Posted On: Wednesday, May 15, 2019



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