Support Team Manager
Support Team Manager
Posted on :
15-02-2024
Employer Active
1 Vacancy
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Jobs by Experience
0-1years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-02-2024
Job Description
Req ID : 2534906
THE PERSON
With a knack for optimization and team motivation this person will be part of our drive to positively influence the customer journey. This individual will be responsible for the growth and development of our first 2 levels of Customer Support Teams (App and Tech Teams). You will work sidebyside with the Support Operations Manager to ensure that our Support Agents are being coached and developed properly to exceed department and company metrics. This person must be willing to acquire deep product knowledge to problem solve and support the organization in creating building and supporting relationships with our customers and gain fulfillment in helping others.
ESSENTIAL DUTIES
- App & Tech Team Management Organize & Lead Weekly 1:1s & Weekly Team Meetings Daily analysis of current Team and Individual metrics & delivering coaching accordingly to improve efficiency and to exceed dept and individual goals Quarterly Reviews.
- Proactively Monitor & Handle Customer Escalations for our Top Customer Accounts.
- Monitor Support Queue and Customer Call Volume & Manage Accordingly.
- Cross Department Alignment Meeting with other depts to ensure shared goals & metrics are on track Address any current or foreseeable company/customer issues.
- Trustpilot & Quality Assurance Inspection & Management of Customer Feedback
Requirements
REQUIREMENTS
- Continuously Improving Is passionate about continuous learning and improvement. Learns about our products and how they work and is unafraid to dive into the tech side of our company to continuously improve the customer experience.
- Curious A good listener who wants to peel back the layers of a problem rather than jumping to conclusions. Comfortable asking targeted questions that will get to the heart of any issue.
- Reliable Consistently follows through on their commitments; takes responsibility for their actions; strives to meet deadlines and proactively communicate.
- Does the right thing Consistently acts and communicates in an open honest and ethical manner; applies ethical and compliant consideration into daytoday work and decisions to positively affect the organization employees and clients.
- Serves before Gain & Humbly Confident Open to and receptive to information ideas and challenges of others; willing to ask questions and to consider different perspectives to arrive at results that better experiences for team members and clients; openly shares information so that others can succeed.
- Ability to work in a flexible environment receptive to and able to pivot when change occurs. Ability to go with the flow Can stay optimistic during company changes/new initiatives and has innovative ways to keep Team morale high during said changes/initiatives
- Good decisionmaking skills with the ability to analyze information evaluate results and implement the best solution to solve problems or challenges.
- Ability to exercise good judgment and selfcontrol.
- Strong listening skills and use of empathy.
- Excellent understanding of operations; change management and transformation with a proven record of supporting change success.
- Strong time management skills with the ability to manage multiple priorities under shifting deadlines in a fastpaced environment.
- Able to effectively handle internal and external action items.
- Demonstrated Relationship Building skillset with both external customers and internal Support Teams.
- Ability to train mentor evaluate and motivate Support Agents at various stages of their career/skillset.
- Experience in providing effective and documented coaching and feedback the courage to verbally counsel below expectation employees.
- Good comprehension and communication skills with the ability to listen to and understand information and ideas presented through written and verbal communication.
QUALIFICATIONS
- 35 years related work experience directly related experience in customer service contact centers leadership or any combination experience of supervisory/management experience of technical support call center related required.
- 35 years direct supervisory/management experience.
- Excellent understanding of operations change management and transformation with a proven record of demonstrating success.
- Strong time management skills with the ability to manage multiple priorities under shifting deadlines in a fastpaced environment.
ADDITIONAL DESIRED QUALIFICATIONS
- Telcomunnications experience a plus.
Benefits
THE COMPANY Clarity Voice
Clarity Voice is a pioneer of cloudbased VoIP phone systems and our dedicated team is the reason behind our success.
We offer profitsharing bonuses a 401K matching program medical dental and vision plans and many other benefits. We value a worklife balance and support flexible work schedules telecommuting and offer a generous paid time off package. Our professional development program helps our employees advance their skills and grow their careers. We provide coaching mentoring and training events to help them realize their greatest potential.
We re not all work and no play though we celebrate birthdays life events and professional accomplishments and are always open to new ideas to engage with each other. We have quarterly state of the company meetings to keep everyone abreast of new upcoming initiatives customers and ideas as well as congratulate team members for their contributions and inform them of organizational accomplishments. We also conduct engagement multiplier surveys to ensure our team members have a voice YOU suggest and WE listen. We encourage a collaborative team environment.
To encourage career growth we have instituted a Badge program and have a knowledgebased company wiki to help us stay on the leading edge of technology. We utilize Slack to communicate in a remote environment so our team never feels alone and we love supporting a positive collaborative working environment.
At Clarity Voice we are passionate about serving our customers and doing the right thing. We re a valuesbased company where culture is everything. We value each individual for their unique character traits and believe our culture is defined by the people who are part of it. The Clarity team is bound by a Code of Values and supports the companys vision of becoming the most respected most referred cloud phone company in North America.
WHY Clarity Voice Clarity Voice stands out because of our culture and core values:
Dedicated Do whatever is needed to get it done finding satisfaction in your accomplishments
Continuous Improvement Be willing to evaluate and seek to be better
Serve Before Gain Assist without expecting a return on your personal investment
Do the Right Thing Apply the Golden Rule even when no one is around to see it
Humbly Confident Be selfassured but know when to ask for help
Seek to Understand Appreciate another s perspective before sharing your own
DIVERSITY AND INCLUSION
As an organization and group of talented team members we embrace our differences as strengths. We have a zerotolerance policy for any type of bullying harassment or discrimination of any kind to any person. We promote an inclusive culture of trust respect transparency and collaboration enriched by our differences in gender age ethnicity personal preferences disabilities and lifestyles.
We re a collaborative team of smart bright people who are humbly confident passionate about solving problems and like to share our knowledge. If you re interested in progressing your career at a company that rewards quality work over quantity and genuinely cares about you and your future apply now we would love to learn more about you!
Benefits: medical dental and vision plans; 401k matching program; paid time off profit sharing short and longterm disability and life insurance to name a few.
REQUIREMENTS Continuously Improving - Is passionate about continuous learning and improvement. Learns about our products and how they work and is unafraid to dive into the tech side of our company to continuously improve the customer experience. Curious - A good listener who wants to peel back the layers of a problem rather than jumping to conclusions. Comfortable asking targeted questions that will get to the heart of any issue. Reliable - Consistently follows through on their commitments; takes responsibility for their actions; strives to meet deadlines and proactively communicate. Does the right thing - Consistently acts and communicates in an open, honest and ethical manner; applies ethical and compliant consideration into day-to-day work and decisions to positively affect the organization, employees and clients. Serves before Gain & Humbly Confident - Open to and receptive to information, ideas and challenges of others; willing to ask questions and to consider different perspectives to arrive at results that better experiences for team members and clients; openly shares information so that others can succeed. Ability to work in a flexible environment - receptive to and able to pivot when change occurs. Ability to go with the flow Can stay optimistic during company changes/new initiatives and has innovative ways to keep Team morale high during said changes/initiatives Good decision-making skills - with the ability to analyze information, evaluate results, and implement the best solution to solve problems or challenges. Ability to exercise good judgment and self-control. Strong listening skills and use of empathy. Excellent understanding of operations; change management and transformation with a proven record of supporting change success. Strong time management skills, with the ability to manage multiple priorities under shifting deadlines in a fast-paced environment. Able to effectively handle internal and external action items. Demonstrated Relationship Building skillset with both external customers and internal Support Teams. Ability to train, mentor, evaluate and motivate Support Agents at various stages of their career/skillset. Experience in providing effective and documented coaching and feedback, the courage to verbally counsel below expectation employees. Good comprehension and communication skills, with the ability to listen to and understand information and ideas presented through written and verbal communication. QUALIFICATIONS 3-5 years related work experience, directly related experience in customer service, contact centers, leadership, or any combination experience of supervisory/management experience of technical support call center related required. 3-5 years direct supervisory/management experience. Excellent understanding of operations, change management and transformation with a proven record of demonstrating success. Strong time management skills, with the ability to manage multiple priorities under shifting deadlines in a fast-paced environment. ADDITIONAL DESIRED QUALIFICATIONS Telcomunnications experience a plus.
Employment Type
Full Time
Key Skills
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