Customer Support Manager

We’re seeking a Customer Support Manager to add to our incredible team at Loopy Cases. Loopy Cases is an E-commerce phone accessory company based in Griffith, IN, not far from Chicago. The ideal candidate is an experienced, energetic leader with a positive attitude and a drive to deliver a top-tier customer experience. Key focuses in this position would be nurturing an extraordinary culture and the continual development of the department’s software, policies, etc. to delight our customers and enhance their experience with our team and system. We pride ourselves on providing the best Customer Support in the industry and our humble beginnings as a small family business taught us that having an exceptional product must be met with exceptional service. If you hold these same values and take pride in your leadership and Customer Support skills, we’d love to explore the opportunity of working with you.

Starting at $70,000/year

Responsibilities:

• Actively monitor and manage the Customer Support experience, improving as necessary based on industry developments, customer feedback, and customer needs, with a drive to deliver top-tier customer experiences
• Use problem-solving skills, current data analysis, and predictive analysis to find optimal and innovative solutions to ongoing challenges, propose those solutions, and implement them on a priority basis to enhance the customer experience
• Develop, implement, and manage departmental team structure, service procedures, policies, reporting systems, and standards
• Manage, foster, and mentor the individuals within the Customer Support department to encourage growth, better performance, and alignment with department standards and core company values
• Oversee and evaluate the team’s ongoing performance, delivering evaluations and following the disciplinary process according to company policy
• Respond to escalated Customer Support issues in a timely and professional manner, aiming to retain and delight our customers
• Continue education to maintain a professional level of comprehension and utilization of all Customer Support software

Qualifications:

• Proficient in Google Suite
• Proficient in Agorapulse, Zendesk, Shopify, and ShipStation (or similar)
• Must be available to work full-time
• Fast, thorough learner
• Great adaptive problem-solving skills
• Remarkable verbal, written, and interpersonal skills
• Ability to accept and utilize constructive feedback
• Alignment with core company values
• Must be approachable and connected with the team members as well as other leadership
• Strong leadership skills
• Applicants will need to pass the background check in order to be hired for the role

Education and Experience:

• High school diploma or equivalent and
• 2+ years prior experience in a managerial or supervisor role
• 6+ years experience as a Customer Support representative, preferably in a similar environment
• OR a Bachelor’s Degree in communications, business admin, or related field and
• 2+ years prior experience in a managerial or supervisor role
• 2+ years experience as a Customer Support representative, preferably in a similar environment

Compensation:

• Up to 7.5% biannual performance-based bonus (based on a 40 hour work week)
• 17 days PTO
• Paid lunch breaks
• Optional health, dental, and vision insurance
• Potential for a hybrid position depending on company needs
• Bicycle Benefit, 50% paid by Loopy with purchase of helmet up to $750 once per year