About the Role
Title: Manager, Support
Location: Texas
Type: Full Time
Category: Support
JobDescription:
Were excited to add a Support Manager to our Support team at Favor. The Favor Support team oversees the overall Favor experience to ensure the highest level of service for each order. When things dont go according to plan, we step in to ensure our customers, Runners (thats what we call Favor delivery drivers) and local businesses receive a personalized, fast, and easy path to resolution.
As a Support Manager, youll inspire and lead a group of team leads to deliver best-in-class support experiences while being accountable for team performance and engagement. To be successful, youll protect and promote our core values, develop and maintain a culture of accountability, and coach your Team Leads to be effective people leaders. Youll serve as a customer and Runner experience subject matter expert and inform strategy that improves our delivery service by removing pain points and/or friction. Lastly, youll monitor and respond to emerging trends across team performance and the business by conducting routine analysis.
What You’ll Do:
- Lead, inspire, and coach a group of Team Leads (people leaders) who each lead teams of up to 10 specialists across multiple shifts, seven days per week
- Drive and be accountable for the metrics we care about: customer satisfaction, service level agreements, internal support key performance indicators (KPIs) (average handle time, first response time, cycle time), team member engagement, and more
- Regularly review and propose novel ways to improve our operations with the ultimate goal of excellent experiences
- Inform product and service journey design by reporting on contact drivers, dissatisfaction analysis, and customer pain points
- Develop a culture of accountability and high performance by setting clear performance goals, delivering effective coaching, and providing regular feedback through 1:1s
- Work with stakeholders across Favor to ensure key information is relayed in a way that drives improvements and better outcomes for customer and Runners
- Partner closely with the Quality Assurance and Training teams on areas of improvement
- Provide a weekly and monthly overview of your teams KPIs that includes how youre driving continual improvements and striving for excellence
- Advocate for customers, Runners, and specialists at every step of the way by providing data-driven, actionable insights that lead to improved experiences
- Evaluate, inform, and innovate on team workflows, tools, processes, and procedures to drive continuous improvement
Skills You Have:
- A relevant degree or comparable formal training, certification, or work experience
- 6+ years of customer support experience
- 3+ years of experience leading people leaders in a fast-paced contact center environment
- Availability to work a schedule of Monday through Friday 12 PM -9 PM.
- A proven track record for building high-performing, customer-centric teams in a contact/support center environment
- Deep experience coaching team members (direct and indirect reports) to greatness and driving excellence in performance
- Deep knowledge of contact center management tools, processes, procedures, performance metrics, and associated improvement levers
- Strong ability to synthesize, communicate, and present complex information effectively to stakeholders at all levels
- Strategic problem solving skills that allow you to leverage data and insights to drive performance
- Flexibility to be available on occasional weekends, holidays, and outside of your typical hours
- Availability to travel on occasion to/from Austin (if located outside of Austin) or other areas of Texas as needed for occasional meetings
Who You Are:
- You are a people leader and believe that we perform our best when we engage and inspire our teams
- You have a high level of emotional intelligence and are a culture leader
- You are a data-driven, analytical problem solver, capable of foreseeing business needs and translating trends and insights into actionable objectives that yield scalable solutions
- You are professionally mature and comfortable interacting with all levels of an organization
- You’re a problem solver who is hyper focused on the root cause of why issues arise
- You work collaboratively to craft solutions
- You stay oriented to the goal you’re trying to achieve and act with urgency to achieve it
- You are steady, consistent, and lead by example
- You keep your team focused and energized in a fast-paced, ambiguous, and dynamic work environment
- You are an excellent communicator who excels at navigating de-escalation, crucial conversations, and conflict resolution
- You thrive in a fast-paced, ever-changing environment; you can handle curve balls and pivot accordingly
- You dont get overwhelmed; you persevere in the face of challenges with a positive, can-do attitude
- You operate with integrity, courage, and boldness