Customer Support Manager - Griffith, United States - Loopy Cases

Loopy Cases
Loopy Cases
Verified Company
Griffith, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Starting at $72,500/year + bonus
Starting salary is negotiable based on job-related knowledge, skills, and experience.


_ Function:
_
The Customer Support Manager is responsible for driving operational excellence and nurturing a positive, customer-centric culture within the department. Additionally, they discover and implement innovative solutions that continually enhance our customers' experience.


_ Responsibilities:
_

  • Develop, implement, and manage departmental team structure, service procedures, policies, reporting systems, and departmental standards
  • Actively monitor and manage the customer support experience, improving as necessary based on industry developments, customer feedback, and customer needs, with a drive to deliver toptier customer experiences
  • Use problemsolving skills, current data analysis, and predictive analysis to find optimal and innovative solutions to ongoing challenges, propose those solutions, and implement them on a priority basis to enhance the customer experience
  • Manage, foster, and mentor the individuals within the customer support department to encourage growth, better performance, and alignment with department standards and core company values
  • Oversee and evaluate the team's ongoing performance, delivering evaluations and following the disciplinary process according to company policy
  • Responsible for all incoming and outgoing customer support communications, including the prompt handling of teams' and manager's tickets in a professional manner
  • Other related duties as assigned by upper management

_Qualifications:
_

  • Proficient in Google Suite or similar
  • Expertise in Agorapulse, Zendesk, Shopify, and ShipStation or similar
  • Exceptional customer service skills
  • Excellent people management skills
  • Excellent verbal and written communication skills
  • Superb attention to detail and problemsolving skills
  • Ability to accept and utilize constructive feedback
  • Alignment with company values
  • Applicants will need to pass the background check to be hired for the role

_Education and Experience:
_

  • High school diploma or equivalent and
  • 6+ years prior experience in a managerial or supervisor role
  • 6+ years experience as a customer support representative, preferably in a similar environment
  • OR a Bachelor's Degree in communications, business admin, or related field and
  • 3+ years prior experience in a managerial or supervisor role
  • 3+ years experience as a customer support representative, preferably in a similar environment

_Compensation:
_

  • Up to 7.5% biannual performancebased bonus (based on a 40hour work week)
  • 17 days PTO
  • Paid lunch breaks
  • Optional health, dental, and vision insurance
  • Potential for a hybrid position depending on company needs
  • Bicycle Benefit, 50% paid by Loopy with purchase of helmet up to $750 once per year
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