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Form of workJob Description
Customer Service Manager
*This is not a sales position*
Summary of role:
As a Customer Service Manager, you will play a crucial role in ensuring the efficient operation of our Customer Service department by overseeing the Jira Service Manager and the Knowledge Base. You will lead a team of Customer Service professionals and collaborate with cross-functional teams to deliver exceptional customer support experiences. Your primary responsibility will be to streamline Customer Service processes, enhance the Knowledge Base, and drive customer satisfaction.
Key Responsibilities:
- Manage the Jira Service Management platform, including ticketing, queues, workflows, and automation.
- Collaborate with IT and development teams to resolve technical issues and optimize the Jira Service Manager environment.
- Ensure accurate and timely reporting of service metrics to assess performance and identify areas for improvement.
- Develop and maintain a comprehensive Knowledge Base to provide self-service resources for customers and support agents.
- Regularly update and improve content in the Knowledge Base to address common customer inquiries and technical issues.
- Implement a content management strategy to ensure knowledge articles remain accurate and up to date.
- Lead and motivate a team of Customer Service representatives, setting clear performance goals and providing regular feedback.
- Conduct training sessions to enhance the team's product knowledge and Customer Service skills.
- Manage schedules and workload distribution to ensure efficient operations.
- Monitor customer feedback and Customer Service interactions to identify trends and areas for improvement.
- Implement strategies to enhance customer satisfaction and loyalty, including process improvements and training initiatives.
- Continuously assess and improve Customer Service processes to increase efficiency and effectiveness.
- Identify bottlenecks and implement solutions to streamline workflows within the Jira Service Manager environment.
- Collaborate with IT, product development, and other relevant teams to resolve complex customer issues.
- Provide feedback to product development teams based on customer insights to improve product functionality and usability.
- Generate and present regular reports on key performance indicators (KPIs) related to Customer Service and the Knowledge Base.
- Use data-driven insights to make informed decisions and improve Customer Service operations.
Qualifications:
- Bachelor's degree in a related field (business, Customer Service, IT, etc.) or equivalent work experience.
- Proven experience in a Customer Service leadership role.
- Strong familiarity with Jira Service Manager or similar Customer Service ticketing systems.
- Experience with Knowledge Base management and content creation.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to lead and motivate a team effectively.
- Proficiency in data analysis and reporting.
- Experience with process optimization and continuous improvement methodologies (e.g., Lean, Six Sigma) is a plus.
- Customer-centric mindset and a commitment to delivering exceptional service.
The Association was founded in 1968 as the US Slo-Pitch Softball Association. In 1996, that organization became the United States Specialty Sports Association (USSSA). USSSA is headquartered in Viera, FL and is the world’s largest multi-sport athletic organization. USSSA has grown to include more than 4 million participants, competing in fourteen (14) nationally sanctioned sports including Baseball, Fastpitch and Slowpitch Softball, Basketball, Soccer and more recently, Golf and Lacrosse. USSSA has a network of more than 3500 directors who provide support for our athletes and participants.
