**Job Title: Support Manager - Remote Work**
**Company: Windstream Holdings**
**Location: Los Angeles, California, US**
**Job Type: Part-Time**
**Seniority Level: Associate Level**
**Years of Experience: 5**
**About Windstream Holdings:**
Windstream Holdings is dedicated to delivering innovative communications and technology solutions to customers. We pride ourselves on creating an exceptional working environment focused on understanding and exceeding customer expectations. Join our team and become part of a company that values talent, creativity, and commitment.
**Job Overview:**
We are seeking a passionate and confident Support Manager to join our remote team. In this associate-level position, you will play a crucial role in ensuring our customers receive outstanding service and support. You will lead a small team focusing on customer inquiries, issues, and product knowledge. Your expert ability to adapt and drive results will be essential in improving overall customer satisfaction and loyalty.
**Key Responsibilities:**
- **Team Leadership:** Oversee and support a team of customer support representatives, ensuring they are well-trained and equipped to handle customer inquiries effectively. Foster a positive team environment that encourages growth and collaboration.
- **Customer Interaction:** Act as the primary point of escalation for complex customer issues or inquiries. Work directly with customers to resolve concerns while maintaining a high level of professionalism and empathy.
- **Performance Monitoring:** Develop and implement metrics to measure team performance, customer satisfaction, and service quality. Analyze performance data to identify trends and improvement opportunities.
- **Training & Development:** Conduct regular training sessions to enhance your team's skills and knowledge of products, services, and best practices in customer support. Encourage continuous learning and professional development.
- **Process Improvement:** Identify and implement process improvements that enhance the customer experience and increase team efficiency. Collaborate with various departments to streamline operations and resolve systemic issues.
- **Feedback Mechanism:** Establish and maintain channels for collecting customer feedback. Analyze this data to inform strategies for service enhancement and ensure all team efforts align with customer needs.
- **Documentation:** Create and manage support documentation, FAQs, and training materials to ensure clarity and consistency in customer support responses.
- **Reporting:** Prepare and present weekly and monthly reports detailing team performance, customer feedback, and areas for improvement to senior management.
**Requirements:**
- **Experience:** Minimum of 5 years in customer support or management roles, with a focus on remote work environments. Previous experience in telecommunications or technology is a plus.
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Personality Traits:**
- Passionate about providing exceptional customer service.
- Confident in decision-making and problem-solving capabilities.
- **Soft Skills:**
- **Adaptability:** Ability to adjust to changing priorities and customer needs seamlessly.
- **Leadership:** Proven capability to inspire and guide a team, fostering a culture of accountability and positivity.
**Benefits:**
- Vision Insurance
- Employee Discounts
- Retirement Plan
**Working Environment:**
At Windstream Holdings, we create an inclusive and dynamic working environment where our team is committed to understanding and exceeding customer expectations. Join us in cultivating a culture that values feedback, innovation, and the wellbeing of our employees.
**Application Deadline:**
- Please submit your application by ********** **.
**Equal Opportunity Statement:**
Windstream Holdings is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status. We encourage individuals from diverse backgrounds to apply.
**Join Us:**
If you are ready to bring your expertise and passion to our team, we look forward to receiving your application!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
