Remote Support Experience Manager

Summary

Join our team as a Support Experience Manager and lead Global Support resources to ensure excellent communication and problem solving skills for achieving customer satisfaction. As a key leader, you will provide consistent leadership presence, collaborate with the team across Global Customer Support, and take ownership of the agent experience from onboarding through training, communication, and managing change.

Requirements

• 2+ years operational experience in providing customer support preferred
• Demonstrated strong work ethic
• Skilled team player and collaborator with peers and other stakeholders
• Demonstrated ability to show initiative and problem solving skills
• Strong interpersonal skills
• Demonstrated experience in conflict resolution and mediation
• Good writing, presentation and communication skills, whether one-on-one or to small or large groups
• Understanding of proprietary and confidential information with appropriate handling
• Process-oriented - being able to recognize need, create and improve
• Visionary - can see ways to improve team performance, agent and user satisfaction
• Organizational, project management, and multi-tasking skills
• Ability to gather, collate and analyze data (such as ticket volume or SLA statistics) using tools like Excel, Lucid, Google Slides, etc

Responsibilities

• Provide leadership & development for support personnel
• Serve as a point of contact within the organization for cross-department and cross-organization change initiatives
• Develop & facilitate internal communication approach across Global Customer Support including internal documentation approach (Confluence) and Incident Management
• Support strategically important or high touch organizations in partnership with Customer Success
• Seek opportunities to improve existing processes & increase efficiency across the team
• Strive to achieve and sustain a team CSAT over 90%