Online Customer Support Manager

Job Description:

Fannie Mae is seeking an experienced Online Customer Support Manager to join our team in Philadelphia, Pennsylvania. As a Mid-to-Senior Level position, the ideal candidate will have at least 8 years of relevant experience in customer support roles.

Responsibilities:- Manage a team of online customer support representatives, providing guidance, training, and mentorship to ensure high-quality service- Develop and implement strategies to improve the online customer support experience- Monitor customer inquiries and complaints, ensuring timely and satisfactory resolutions- Collaborate with internal teams to address technical issues and improve customer satisfaction- Analyze customer feedback and data to identify trends and areas for improvement- Maintain knowledge of company products and services to effectively assist customers- Oversee the development and implementation of online support tools and resources

Requirements:- Dedication and passion for providing exceptional customer service- Strong cooperation and planning skills- Excellent communication and interpersonal skills- Proven experience in managing teams and delivering high-quality customer support- Knowledge of online support tools and technologies- Proficiency in Microsoft Office and CRM software- Bachelor's degree in a related field preferred

Benefits:- Profit sharing opportunities- Free food provided during working hours- Medical coverage for employees and their families

Working Environment:At Fannie Mae, we cultivate leaders who foster inclusivity and mentorship. Our team is dedicated to creating a supportive and collaborative work environment where every team member is valued and respected.

Equal Opportunity Statement:Fannie Mae is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to building a diverse workforce and encourage all qualified candidates to apply.

Deadline to Apply: June 25, 2024

We look forward to receiving applications from dedicated and passionate individuals who are ready to join our team and make a difference in the lives of our customers.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.