Customer Technical Support Supervisor

Position Overview

Under the direction of the Director of Customer Technical Support the Customer Technical Support Supervisor will be responsible for and drive the performance of the Retail and/or Commercial Customer Technical Support (CTS) teams dedicated in serving our in-home and commercial customers in accordance with company policies and procedures. Responsibilities of the Supervisor include all elements of staff development including hiring coaching career pathing and performance management in alignment with delivering outstanding customer experiences.

Responsibilities

Arrive on time for schedule and be willing to put in extra time as needed to accomplish business goals

Interview make hiring decisions and manage ongoing performance of NASG agents serving support teams and queues

Coach and develop staff to help them achieve departmental and company goals

Support staff with personal development in preparation for career advancement

Monitor and drive individual staff performance and accountability in areas including schedule adherence contacts quality etc.

Hold Monthly 1x1s with direct reports

Write and deliver Coaching Check-Ins

Resolve escalated customer issues as needed

Partner with NASG Training Coordinator to develop implement and refine team training programs for new and experienced reps

Work collaboratively with the global Technical Content Management Team; assist in the review and continual improvement of service manuals and technical resources

Establish and maintain an open line of communication with sales staff

Meet frequently with quality engineering to spot trends and identify additional documentation needs

Responsible for the development and maintenance of the NASG Quality Assurance Program; driving behaviors consistent with a best-in-class customer experience

Facilitate monthly Quality Review Calibration meetings with Team Leads to drive consistency in the delivery of a best-in class customer experience

Facilitate weekly team meetings

Create programs and feedback loops to build team morale

Thinks critically to contribute to the ongoing continuous improvement of the department

Make effective decisions considering the impact to the customer and company

Participate in the strategic long-term planning process; provide insights for departmental success in coming years

Interact with a diverse group of employees and service providers adjusting the style to accommodate different communication styles

In partnership department leadership monitor phone/email/chat queues for volume and take action to adjust/maintain proper level of available reps vs. volume

Maintain understanding of departmental performance as compared to established goals and be able to articulate a clear story to Leadership and other business units

Develop plans for performance improvement when queues are not meeting KPIs

Responsible for ensuring accuracy of timecards and approving them in a timely manner

Special Projects as required

Leads by setting a positive professional example

Promote and maintain a strong team culture that drives morale and results

Maintain confidentiality

Education:

Bachelors degree or equivalent work experience required

Experience:

3-5 years experience working in a multi-channel call center and customer service environment required ideally in the fitness industry

Demonstrated experience in team leadership coaching and management of both local and remote team members

Experience driving KPI results with a customer service or support team

Other Requirements:

Excellent written and verbal communications skills especially as it relates to communicating with agents and customers

Experience with systems or programs such as Microsoft Office SAP CRM customer service ticketing systems phone systems reporting analytics

Strong problem-solving and interpersonal skills

Self-motivated task-oriented organized analytical tech-savvy enthusiastic and able to work independently

Ability to work on site in rotation

Approximately 10% travel to attend training or meetings

Skills

The successful candidate should possess the following skills/attributes:

Exceptional communication skills both on paper and in person

Excellent planning and organizational skills

Strong sense of initiative demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary

Flexibility and willingness to work in situations of flux and in a fast-paced environment

Performs work that is consistently accurate with demonstrated attention to detail

Resilience positivity assertiveness and professionalism when dealing with situations of adversity

Unwavering attention to detail and commitment to world-class quality

Personal commitment to continuous improvement

Ability to resourcefully solve problems

Ability to manage stressful situations; be able to accept criticism be cooperative and maintain calm demeanor while dealing with escalated customers

Successfully manage effective interpersonal relationships with customers vendors and other departments

Able to follow tasks to completion in a timely manner without sacrificing quality

Great demeanor ability to have fun and interest in building a strong culture and high performing team

Likes to be challenged willingness to learn

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Product discounts

Wellness programs

EOE/M/W/Vet/Disability

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