Customer Support Manager

Summary

Join Shopmonkey as a Manager of Customer Support I and energize our Team Leads and Customer Support Representatives. Leverage exceptional leadership skills to build, develop, and coach your team for success. Support the delivery of ultimate customer experience by working with your team to understand and attain key performance indicators, use data for informed decisions, and resolve internal and external Shop issues. Model excellent customer service and utilize people and operational skills to optimize the Shops and employee experience. This role offers variety, change, challenges, and creativity in designing solutions. The position is fully remote in Mexico with limited benefits.

Requirements

• 5+ years of experience supervising a contact center or similar role; inbound call center experience preferred
• Demonstrated effective leadership and people management skills, proven ability to effectively develop, coach, and motivate employees
• Well-versed in contact center-specific Workforce Management concepts and tools
• Ability to prioritize and work well both independently and as part of a team
• Strong organizational and time management skills
• Demonstrated ability to motivate teams to provide best-in-class customer service
• Proven ability to work well under pressure making sound decisions quickly in a fluid, fast-paced business environment
• Creative thinker with an innovative approach to problem-solving
• Outstanding verbal and written communication skills
• Prior Google applications, proficiency with statistical reporting (MS Excel), Workforce Management Software, as well as forecasting/scheduling related software packages
• Strong analytical and mathematical skills to collect and interpret data to solve problem

Responsibilities

• Monitor Shops contacts to ensure interactions are at standards and provide ongoing feedback to team members on how to improve quality and service levels are met
• Manage call and chat volume through online reporting and analysis
• Oversee all day-to-day and hour-to-hour aspects of the contact center, including active and consistent daily management of employees
• Monitor and manage Chat and Call Queues
• Manage team’s daily, weekly, monthly, and long term schedules
• Support department quality assurance program
• Support and manage technology implementation projects impacting the contact center
• Generate daily reports of KPIs call and provide Customer Support Specialists with performance dashboards

Preferred Qualifications

• Experience in hospitality, automotive industry, call center, or fast-paced startup
• Ability to take direction from peers and managers
• Dependability and self-management skills
• The ability to speak Spanish is a plus!
• Experience using bookkeeping software

Benefits

• ���� Fully Remote Work!
• $750.00 to set up your home office
• $20 phone/internet monthly reimbursements
• Virtual activities and in-person meet-ups
• Laptop and super rad swag provided
• Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Kick off Rally
• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire
• 11 paid holidays
• Flexible time off - take the time off you need!
• Matching donations for approved charitable organizations
• Group volunteer efforts