Job Description
White Glove Manager
Austin, Texas, United States
Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura’s category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that’s successfully grown startups into multi-billion dollar organizations.
Come build with us!
About the Role:
The White Glove department is part of Aura’s Customer Support organization, and the White Glove Manager reports to the Director of Customer Experience. The position can be remote or based out of our Austin office. The White Glove department assists customers who experience ID theft by providing guidance and taking actions to mitigate the damage that may have occurred. The White Glove Manager plays a critical role in the success of Aura by ensuring customers are assisted promptly and effectively in their time of need.
Day to Day:
- Manage the White Glove operations, and provide strategic and operational planning
- Create and improve services to customers contacting the White Glove team
- Evaluate staff effectiveness and performance on an ongoing basis
- Analyze call center data and prepare reports for upper management
- Collaborate cross-functionally with Aura’s Employee Benefits team, Marketing department and others
- Manage WG complaints and report resolution steps
- Meet with clients as needed
- Develop monthly, quarterly and annual call center goals and action plans
- Manager and develop WG Supervisors
- Identify and onboard new specialists
What you bring to the table:
- 6-8 years of relevant experience, with a record of developing strategies based on business objectives and aligning efforts around a unified direction that deliver measurable results
- 2-3+ years of demonstrated people management/supervisory experience
- A self starter who demonstrates effectiveness in bringing innovative ideas to the performance of the project
- Salesforce or Zendesk experience
- Ability to work in a very fast-paced, changing environment and manage multiple priorities
- Excellent emotional intelligence is critical