Customer Support Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team tasked with addressing customer inquiries and resolving issues.

• Collaborate with various departments to handle escalations and ensure an exceptional customer experience.

• Manage team workforce schedules and time reporting, presenting team performance metrics to management.

• Address escalated customer concerns effectively.

• Set and manage team KPIs, holding team members accountable for achieving departmental objectives.

• Develop and implement efficient processes and procedures to enhance team accuracy and productivity.

• Engage in and facilitate team discussions and activities.

• Offer mentorship leveraging in-depth knowledge of products, services, contact center operations, procedures, and tools.

• Provide constructive feedback to Supervisors and business leaders regarding customer concerns, support enhancements, and functionalities impacting customers' ability to transact.

• Utilize advanced technology platforms, tools, and internal procedures.

• Work collaboratively with Customer Support and Dealer Registration leaders and team members to guarantee customer satisfaction.

⛳️ Requirements

• A bachelor's degree or equivalent work experience is required.

• Minimum of 5 years in customer service or contact center roles.

• At least 1 year of leadership experience.

• Fundamental computer and technical skills.

• Proficient typing skills.

• Familiarity with Five9 software.

• Experience with Google Drive applications: Docs, Sheets, Slides, etc.

• Strong presentation capabilities.

• Proficient reporting skills.

• Analytical thinking skills.

• Background in customer service and leadership.

• Outstanding verbal and written communication skills.

• General knowledge of automotive industry preferred.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision coverage with employer HSA contributions (US) and FSA options (US).

• Immediate vesting in 401K (US) or RRSP (Canada) with company matching.

• Paid vacation, personal, and sick leave.

• Paid maternity and paternity leave (US).

• Employer-covered short-term disability, long-term disability, life insurance, and AD&D (US).

• Comprehensive Employee Assistance Program.

• Employer-sponsored Leap into Service Day for volunteering.

• Tuition reimbursement for eligible educational programs.

• Opportunities to enhance your skill set and share knowledge within a publicly traded, global organization.

• Company culture emphasizing internal promotions, diverse career paths, and meaningful advancement.