Manager, Customer Support – Senior Care

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

📋 Description

• Lead and motivate a team of customer-centric Solutions Analysts to provide an exceptional customer service experience.

• Supervise daily team operations.

• Offer coaching, mentoring, motivation, and performance management.

• Ensure efficient processes to maintain excellent and consistent service quality.

• Manage improvement projects related to processes, tools, and systems, along with their implementation.

• Provide insights on customer support performance based on audits of calls and cases.

• Act as an escalation point for critical customer issues.

• Collaborate with peers in the Customer Support Management team and work cross-functionally within Customer Success.

• Coordinate with Product, SaaS Operations, and other internal teams regarding issue identification, escalation, and prioritization.

• Communicate and oversee changes to operational procedures and processes.

• Establish best practices and ensure quality control is maintained.

• Assist in special projects like Knowledge Base and Integrations.

• Hire, train, and conduct performance reviews.

• Report directly to the Sr. Director of Customer Support.

⛳️ Requirements

• Familiarity with AI tools and a willingness to utilize them to enhance work content and user experience.

• A minimum of 4 years of business experience in a Customer Support setting.

• At least 3 years of proven Management or Leadership experience.

• A Post-Secondary Degree or Diploma.

• Capability to thrive in a fast-paced environment.

• Excellent verbal and written communication skills.

• Proven ability to achieve team results through coaching, developing, and mentoring.

• Skill in identifying, communicating, and addressing potential risks to success.

• Ability to develop, coach, reinforce, and manage operational standards, policies, and procedures.

• Competence in monitoring and enhancing team performance through leadership, coaching, and performance management.

• Positive attitude and strong work ethic; a dedicated team player.

• Bonus: Experience with or use of M365 Copilot.

• Bonus: Experience with Knowledge-Centered Support (KCS).

• Bonus: Experience with Workforce Management (WFM) applications.

🏝️ Benefits

• Benefits commencing from Day 1.

• Retirement Plan Matching.

• Flexible Paid Time Off.

• Wellness Support Programs and Resources.

• Parental & Caregiver Leaves.

• Fertility & Adoption Support.

• Continuous Development Support Program.

• Employee Assistance Program.

• Allyship and Inclusion Communities.

• Employee Recognition initiatives.

• Comprehensive full-time benefits.

• In-office events, including onboarding, team gatherings, and semi-annual and annual meetings.