Senior Customer Support Manager

This is a fully remote position, open to applicants in Connecticut, +4 more states.

📋 Description

• Oversee various contact center operations spanning voice, SMS, chat, email, and additional customer support channels

• Manage performance metrics across internal teams and third-party partners in multiple locations and remote settings

• Examine operational and customer contact data to uncover trends and underlying issues

• Create and execute strategies for improvement that minimize recurring customer support challenges

• Collaborate with internal teams and external business partners utilizing contact data and Voice of Customer insights

• Establish and oversee reporting requirements across customer support channels

• Articulate performance expectations and maintain performance scorecards

• Enhance daily performance through KPI assessments, coaching, effective communication, and follow-up

• Achieve targets for NPS, First Contact Resolution, and Average Handle Time

• Supervise seasoned professionals, subordinate managers, and teams

• Act as a subject matter expert on best practices in Customer Support

• Offer strategic direction to cross-functional teams

• Manage staffing requirements, ensure compliance standards are met, and provide leadership support

⛳️ Requirements

• At least 8 years of experience in Customer Support or a related customer service field

• Proven track record of leading multi-channel contact center operations and managing performance across both internal and/or third-party teams

• Experience leveraging operational data and KPIs to identify challenges, drive enhancements, and communicate performance

• Exceptional leadership, coaching, communication, organizational, and cross-functional collaboration skills

• Bachelor's degree in business management, technology, marketing, or a similar discipline

• Familiarity with voice, chat, SMS, email, and other digital customer service channels

• Experience in digital customer experiences, SaaS environments, or contemporary customer support technologies is highly regarded

• Knowledge of Medallia, Zendesk, Calabrio, and Cisco is advantageous

🏝️ Benefits

• Competitive Medical, Dental, and Vision Insurance

• Generous paid time off including vacation, personal days, sick leave, holidays, and your birthday

• 401(k) Profit Sharing Plan with a generous company match

• Pet Insurance and employer-paid Life Insurance options

• Tuition reimbursement

• On-demand learning opportunities

• Career advancement pathways

• Employee Discount available starting on Day 1

• Exclusive partner discounts