Manager, Contact Center & Support Operations

Summary

Join Inspiration Mobility, a company dedicated to accelerating transportation electrification, as the leader of our Driver Contact Center and Support Operations. You will build and manage our driver contact center, collaborating with internal and external teams. Responsibilities include implementing contact center strategy, managing external partners, developing training materials, and working with the technology team to ensure seamless integration. You will also establish systems for capturing driver feedback and tracking key performance indicators. Your expertise will shape our driver engagement strategy, enhancing customer experience and driving growth. This role is crucial in providing customer-centric solutions and improving operational efficiency. You will contribute to Inspiration's mission of electrifying fleets and reducing greenhouse gas emissions.

Requirements

• You have 5+ years of demonstrated high-level contact center management experience in a B2B context
• You have built and expanded successful customer-centric support teams and processes
• You are attuned to and insightful about customer needs and are highly proficient with contact center technologies, CRM systems, and communication tools such as Intercom
• You use data-driven decision-making to create actionable insights, refine strategies, and enhance operational efficiency
• You thrive in startup environments and are a self-starter with strong initiative, resilience and adaptability
• You are very attentive to detail, and enjoy building and iterating processes

Responsibilities

• Implement a Driver Contact Center strategy and architecture that aligns seamlessly with our mission and service portfolio and provides effective driver support
• Manage the driver contact center in close collaboration with our external partners, including establishing all required processes (SLAs, escalation processes, quality assurance, etc.) and monitoring to revise as needed
• Manage the development and continuous improvement of the content as well as resources in the contact center knowledge base, in collaboration with other internal teams
• Develop training materials, and train and mentor contact center agents, ensuring the team possesses in-depth product knowledge, refined communication skills, and provide exceptional customer service
• Work closely with internal technology team to ensure that all required technology systems are maintained and integrated to allow the Driver Contact Center to function seamlessly
• Collaborate closely with internal teams, in particular our Product,Service and Delivery teams, to ensure the Contact Center is closely integrated with existing business operations, as well as to support operational needs of neighboring functions
• Establish a system to capture driver sentiment and feedback, and help translate them into actionable insights for other internal teams
• Establish and track key support-related performance indicators (KPIs) and benchmarks to gauge and elevate performance of our support functions, and update those KPIs as needed to ensure an excellent customer journey
• Utilize data and analytics to provide deep insights into contact center performance, making informed decisions, and guiding iterative improvements

Preferred Qualifications

Ideally, this comes from your time in the commercial vehicle leasing, fleet management, and/or clean energy sectors where you built and led successful customer-centric support teams and processes

Benefits

$90,000-$120,000 + annual bonus eligible