**Job Title: Online Support Manager**
**Company:** Fifth Third Bancorp
**Location:** San Jose, California, US
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
### **Job Description:**
Fifth Third Bancorp is seeking a dedicated and independent Online Support Manager to join our dynamic team in San Jose, California. In this role, you will play a crucial part in enhancing our customer experience through effective online support strategies, fostering collaboration among team members, and driving continuous improvement in our service delivery. If you are passionate about making a difference and thrive in a creative, solution-oriented environment, we invite you to apply.
### **Key Responsibilities:**
- **Customer Support Management:** Oversee online customer support operations to ensure timely and effective resolution of customer inquiries and issues. Develop policies and procedures that enhance customer support efficiency and satisfaction.
- **Team Leadership:** Manage and mentor a team of online support representatives. Conduct regular performance evaluations, set clear performance goals, and provide ongoing training and support to foster professional development.
- **Strategic Planning:** Collaborate with senior leadership to identify trends, challenges, and opportunities for improving online support services. Develop and implement strategic plans to enhance service delivery and meet customer needs.
- **Process Improvement:** Analyze support metrics and customer feedback to identify areas for process improvement. Implement best practices and innovative solutions to optimize support workflows and enhance customer satisfaction.
- **Cross-Department Collaboration:** Work closely with other departments, including IT, marketing, and product teams, to ensure alignment of customer support initiatives with overall business objectives. Foster cooperation and effective communication across teams.
- **Customer Relationship Management:** Build and maintain strong relationships with customers by demonstrating empathy and professionalism. Utilize negotiation skills to resolve conflicts and achieve mutually beneficial outcomes.
- **Technology Utilization:** Leverage technology tools and platforms to enhance the online support experience. Stay informed about industry trends and advancements in customer support technology.
- **Reporting & Analytics:** Prepare and present regular reports on support operations, including key metrics and performance indicators. Use data-driven insights to inform decisions and strategies.
### **Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communication, or a related field; a Master's degree is a plus.
- **Experience:** A minimum of 7 years of experience in customer support or related fields, with at least 3 years in a leadership or management role.
- **Technical Skills:** Proficiency in customer relationship management (CRM) software, support ticketing systems, and Microsoft Office Suite. Familiarity with data analytics tools is preferred.
- **Personality Traits:**
- **Dedicated:** Committed to enhancing the user experience and delivering exceptional service.
- **Independent:** Self-motivated and able to work autonomously with minimal supervision.
- **Soft Skills:**
- **Negotiation:** Strong negotiation skills to facilitate conflict resolution and obtain desired outcomes.
- **Cooperation:** Excellent teamwork skills to collaborate effectively with various departments and stakeholders.
### **Benefits:**
- Relocation allowance
- Medical coverage
- Free food
- Opportunities for professional development and growth within a supportive environment.
### **Working Environment:**
At Fifth Third Bancorp, we embrace creativity in a culture that values fresh ideas and inventive solutions. We support our employees in expressing their ideas and contribute actively to an environment of continuous innovation.
### **Application Deadline:**
To be considered for this exciting opportunity, please apply by **October 10, 2024**.
### **Equal Opportunity Statement:**
Fifth Third Bancorp is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified candidates from all backgrounds are encouraged to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
