Remote Support Manager

Summary

Join Cover Genius as a Customer Support Manager and lead a team of support staff and team leads to deliver exceptional customer service. You will oversee complex issue resolution, drive process improvements, and manage performance metrics. This role requires collaboration with internal teams and senior management to develop and execute strategic plans. You will analyze KPIs, collect customer feedback, and implement changes to enhance the customer experience. The position demands strong leadership, analytical, and problem-solving skills. Cover Genius offers a flexible work environment and employee stock options.

Requirements

• 4+ years in customer service or support roles, with at least 2-3 years in a leadership or supervisory position
• Demonstrated ability to lead and motivate a team, with experience in coaching and developing staff
• Fluency in English (verbal & written)
• Strong analytical and problem-solving skills, with a track record of resolving complex customer issues and implementing effective solutions
• Deep understanding of customer needs and a commitment to delivering exceptional service, with experience in managing customer satisfaction metrics
• Hands-on experience with customer support tools and CRM systems (e.g., Zendesk, Salesforce, Freshdesk), and the ability to leverage data for insights and improvements
• Experience in developing and optimizing support processes to enhance efficiency and service quality
• Advanced skills in leveraging analytics and KPIs to drive strategic decisions, optimize performance, and forecast future needs
• Bachelor’s degree in Business Administration, Communications, management or a related field

Responsibilities

• Hire, train, and mentor team leads and support staff, conducting performance reviews and providing ongoing coaching to enhance skills and team performance
• Oversee the resolution of complex or escalated customer issues by supporting team leads in managing these cases and ensuring timely and effective solutions
• Analyze and improve support processes, working with team leads, support analysts and platform and service design teams to identify inefficiencies and implement new procedures or technologies that enhance service quality and operational efficiency
• Monitor and analyze key performance indicators (KPIs), such as customer satisfaction and resolution times, and generate reports for senior management, using insights to drive team improvements
• Collect and analyze customer feedback, collaborating with team leads to identify trends and areas for service improvement, and implementing changes to improve the overall customer experience
• Coordinate with internal functions such as Content, Data Analytics, Platform and Service Design, and Customer Integrations teams to address customer needs, resolve product issues, and facilitate system enhancements
• Work closely with Customer Performance to develop and implement training programs for team leads and support staff, ensuring they are equipped with the necessary skills and knowledge, and continuously update training materials to reflect best practices
• Manage high-pressure situations or crises, such as service outages or major customer complaints, by directing team leads in crisis management and ensuring effective resolution
• Work closely with senior management to develop and implement strategic plans for the support function
• Collaborate with team leads to ensure departmental goals align with organizational objectives and adapt strategies to meet evolving business needs
• Ensure that processes, tools, and technologies are effectively utilized and adopted by working closely with the Customer Performance team

Preferred Qualifications

• Any other European language will be highly regarded
• Candidates with a background in the technology sector are highly desired
• Advanced degrees or certifications (e.g., Customer Service Certification, Six Sigma) are a plus

Benefits

• Flexible Work Environment - we are outcome-focused and understand that for our people to perform at their best flexibility is critical
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company
• Work with like-minded people who are passionate about both the work we're doing and giving back
• Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system
• Social Initiatives - pictures speak a thousand words!