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Support Team Manager - Remote Eligible
Drive initiatives to enhance customer engagement and satisfaction across support operations.
Remote
Mid-Level
$80,000 - 100,000 USD / year
2 weeks ago
✨ About The Role
- The role involves guiding, inspiring, and nurturing a team of Support Specialists who are customer-focused.
- The candidate will act as a force multiplier by creating an environment that supports constant improvement and development.
- Responsibilities include managing escalations with urgency and accuracy, ensuring complex issues are resolved fully.
- The position requires collaboration with various teams, including implementation, enablement, operations, and account management.
- The candidate will drive initiatives to reduce costs, increase efficiencies, and improve customer satisfaction (CSAT).
- Defining and executing service best practices across the team is a key responsibility.
- The role also involves careful management of team output against targets to ensure accurate responses within service level agreements (SLAs).
⚡ Requirements
- The ideal candidate will have at least 3 years of experience managing a team, demonstrating strong leadership skills.
- A proven track record of scaling support operations across multiple channels is essential for success in this role.
- Candidates should possess a passion for developing and mentoring their teams, fostering a culture of growth and collaboration.
- Attention to detail is crucial, as the role requires meticulous management of team output against targets.
- A self-driven attitude and a willingness to learn new programs, systems, and tools will be highly valued.
- Experience in a high-volume and startup call center environment is a significant advantage.
- A bachelor's degree or equivalent experience is required, with a preference for candidates with 2+ years of industry (401k) experience.
About Human Interest
The 401(k) for small and medium-sized businesses.