Customer Support Manager (Remote)

Job Overview:

The Manager of Customer Support supervises and manages Specialists and Leads on the Customer Support Team. This utilizes a customer service background to reduce help tickets, improve the quality of our service to our customers, and maximizes relationships with other teams and departments to ensure that ABC's service to our clients are superior to their expectations.

This is a fully remote position located in Puerto Rico

Key Responsibilities:

• Lead and manage a team of customer service representatives
• Provide coaching, mentorship, and performance feedback to leads and team members,
• Oversee daily operations of the call center, including call monitoring, workforce management, and adherence to protocols.
• Develop and implement efficient workflows to optimize performance.
• Set and maintain high standards for customer service quality
• Address customer escalations and ensure timely resolution of issues
• Implement strategies to enhance customer satisfaction and loyalty
• Analyzes data related to performance, including monthly performance reviews, level-up recommendations, and performance improvement plans as necessary
• Coordinates with other Leads and managers within other Departments on department-wide projects
• Manages timecards and scheduling for Customer Support team, including but not limited to time off requests, approving timecards, and fixing errors on timecards
• Develop and implement training programs to enhance the skills of the customer service team

Qualifications:

• 2 to 3 years in a leadership role
• Attention to detail and experience training complex rules and requirements to new hires are a large part of the position
• Ability to communicate effectively in English in both verbal and written form
• Writing experience in a professional or higher education environment preferred
• Experience and proficiency with Microsoft Office

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. Join our team today!

• Health, Dental, Vision insurance
• 401(k) with company matching
• Paid time off
• 11 paid company holidays each year
• Disability insurance
• Employee assistance program
• Referral program

Work Location: Puerto Rico