Job Description
Title: Customer Support Manager
Location: Boston, Massachusetts; United States
- Remote OK
- Full-Time
- Customer Support
Customer Support Manager
Squadle is a technology company committed to delivering flexible, user-friendly applications that enable multi-unit operators, convenience stores, and retailers to simplify complex operations and streamline food safety. We are revolutionizing the way people work.
This is a great opportunity to join a well-funded startup organization with a sophisticated and talented team in place. Our customers operate tens of thousands of locations worldwide and include the largest and most respected brands in their industries. We are experiencing tremendous growth and need a talented Customer Support Manager to execute strategies that positively impact our client’s experience.
Your Role:
As our Customer Support Manager, you are responsible for the day-to-day activity and development of 6-10 call center representatives within a complex call center environment. You will ensure call quality from start to finish and pro-actively seek ways to improve the internal processes and results program-wide. You will also work closely with the Chief Customer Officer and our client account managers to ensure the health of our key accounts. You are self-motivated leader who possesses a strong customer-driven and process-oriented mind set. You enjoy coaching and mentoring your team members to achieve exceptional performance and personal excellence.
Job Responsibilities:
- Lead a team of 6-10 call center representatives responsible for inbound and outbound technical support interactions
- Coach, develop and direct your team on customer service processes and best practices to deliver world-class service during every customer interaction.
- Manage metrics, performance criteria, policies, and procedures to drive a culture of accountability and continuously improve call center productivity and maximize sales opportunities.
- Drive revenue growth and profit through proper account prioritization, issue resolution and being responsive to customer needs.
- Provide regular feedback to your team and other departments regarding wins and areas of opportunity in our software
As an ideal candidate:
- You love to coach, develop, and influence your team to provide world-class service to their customers.
- You are obsessed with details and love to collect and analyze call-center statistics looking for ways to create process improvements and efficiencies
- You are a self-starter who enjoys taking initiative and working with minimal direction
- You are intellectually curious and love to ask questions and challenge assumptions
- You are always looking to grow and loves to pioneer new strategies, learn new skills and find ways to beat your personal bests
Requirements and Qualifications
- Bachelor’s Degree preferred or equivalent relevant work experience
- 5+ years of Call Center leadership
- Experience managing a remote team is preferred