CUSTOMER SUPPORT MANAGER (HYBRID)

Company: ABC Legal Services
Location: Seattle
Posted on: October 27, 2024

Job Description:

Job Overview:

Apply below after reading through all the details and supporting information regarding this job opportunity.

The Customer Support Manager leads the customer support team, ensuring that customers receive timely, efficient, and high-quality assistance. This role involves managing day-to-day operations, setting performance goals, implementing customer service strategies, and ensuring customer satisfaction. The Customer Support Manager is also responsible for training and mentoring staff, handling escalated issues, and collaborating with other departments to enhance the overall customer experience.Key Responsibilities:

• Lead, mentor, and manage a team of customer support representatives
• Provide coaching, mentorship, and performance feedback to leads and team members
• Oversee daily operations of the call center, including call monitoring, workforce management, and adherence to protocols
• Develop and implement efficient workflows to optimize performance
• Set and maintain high standards for customer service quality
• Address customer escalations and ensure timely resolution of issues
• Implement strategies to enhance customer satisfaction and loyalty
• Analyze data related to performance, including monthly performance reviews, level-up recommendations, and performance improvement plans as necessary
• Coordinate with other Leads and managers within other Departments on department-wide projects
• Manage timecards and scheduling for Customer Support team, including but not limited to time off requests, approving timecards, and fixing errors on timecards
• Develop and implement training programs to enhance the skills of the customer service teamQualifications:
  
  
• 2 to 3 years in a leadership role
• Attention to detail and experience training complex rules and requirements to new hires are a large part of the position
• Ability to communicate effectively in English in both verbal and written form
• Writing experience in a professional or higher education environment preferred
• Experience and proficiency with Microsoft OfficeWe know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. Join our team today!
  
  Benefits:
  
  
• Health, Dental, Vision insurance
• 401(k) with company matching
• Paid time off
• 11 paid company holidays each year
• Disability insurance
• Employee assistance program
• Referral programWork Location: Seattle, WA
  Work Schedule: Full-time, Monday through Friday, Hybrid
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  Remote working/work at home options are available for this role.

Keywords: ABC Legal Services, Federal Way , CUSTOMER SUPPORT MANAGER (HYBRID), Executive , Seattle, Washington