The Support Experience Manager role is focused on monitoring and guiding Global Support resources to ensure excellent communication and problem solving skills for achieving customer satisfaction. The Support Experience Manager provides a consistent leadership presence and collaborates with the team across Global Customer Support & takes ownership of the agent experience from onboarding through training, communication and managing change across Global Customer Support.
\n What you will be doing:Provide leadership & development for support personnel, which may include responsibility for any combination of teams and functions within Global Customer Support.Serve as a point of contact within the organization for cross-department and cross-organization change initiatives.Develop & facilitate internal communication approach across Global Customer Support including internal documentation approach (Confluence) and Incident ManagementSupport strategically important or high touch organizations in partnership with Customer SuccessSeek opportunities to improve existing processes & increase efficiency across the teamStrive to achieve and sustain a team CSAT over 90% What you will need to know/have:2+ years operational experience in providing customer support preferredDemonstrated strong work ethicSkilled team player and collaborator with peers and other stakeholdersDemonstrated ability to show initiative and problem solving skillsStrong interpersonal skillsDemonstrated experience in conflict resolution and mediationGood writing, presentation and communication skills, whether one-on-one or to small or large groupsUnderstanding of proprietary and confidential information with appropriate handling. Process-oriented - being able to recognize need, create and improveVisionary - can see ways to improve team performance, agent and user satisfactionOrganizational, project management, and multi-tasking skillsTravel may be required multiple times per year.Ability to gather, collate and analyze data (such as ticket volume or SLA statistics) using tools like Excel, Lucid, Google Slides, etc.
\n$60,000 - $80,000 a year
\nWe've always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
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