**Job Title:** Support Manager - Remote Work
**Company:** Western & Southern Financial Group
**Location:** Phoenix, Arizona, US
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6+
**Overview:**
Western & Southern Financial Group is seeking a dedicated and experienced Support Manager to join our team in a remote work capacity. This part-time position is designed for a passionate leader committed to providing exceptional support and fostering an inclusive and resourceful environment for our clients and team members.
**Responsibilities:**
- **Team Leadership & Management:**
- Oversee and guide a team of support specialists in delivering high-quality customer service and support.
- Foster a performance-driven culture by setting clear goals and regularly assessing team performance.
- Conduct regular one-on-one meetings and team retrospectives to provide feedback, develop skills, and identify areas for improvement.
- **Client Relations:**
- Serve as the primary point of contact for key clients, ensuring their needs are met and that they receive prompt, effective solutions to inquiries.
- Utilize emotional intelligence to understand client emotions and enhance satisfaction through effective communication.
- Develop and maintain strong relationships with internal and external stakeholders, always prioritizing the customer's experience.
- **Support Processes and Improvement:**
- Continuously evaluate and improve support processes to ensure the efficient handling of customer requests, feedback, and complaints.
- Utilize creativity to design and implement innovative solutions that enhance client satisfaction and operational efficiency.
- Collect and analyze data on support performance metrics; generate reports and insights to inform decision-making and drive improvements.
- **Training & Development:**
- Create and facilitate training programs for new hires and ongoing development for existing staff to improve their skills and knowledge in customer service.
- Act as a mentor and coach, fostering an environment that encourages continuous learning and development.
- **Collaboration & Communication:**
- Work closely with other departments to coordinate efforts and support client needs seamlessly.
- Prepare and deliver presentations to management regarding team performance, challenges, and potential solutions.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Management, or a related field preferred.
- **Experience:** Minimum of 6 years of experience in a customer support or management role, preferably in the financial services industry.
- **Leadership Skills:** Proven leadership experience with the ability to inspire and motivate a team to achieve goals and deliver exceptional customer support.
- **Personality Traits:**
- Resourceful, with the ability to adapt to rapidly evolving situations and solve problems efficiently.
- Hardworking, demonstrating diligence and persistence in completing tasks and meeting objectives.
- **Soft Skills:**
- High emotional intelligence to navigate complex customer interactions and contribute positively to team dynamics.
- Creative thinking to innovate customer support methods and solutions, maintaining a user-centric approach.
- **Technical Skills:** Proficiency in customer relationship management (CRM) software, data analysis tools, and Microsoft Office Suite. Familiarity with remote support technologies is advantageous.
**Benefits:**
- Access to free food and refreshments while working.
- Free accommodation for remote team members, ensuring a comfortable work environment.
- Paid sick leave to support work-life balance and health.
**Working Environment:**
At Western & Southern Financial Group, we embrace diversity and are committed to creating an inclusive culture that values and respects all perspectives. We believe that diverse teams drive innovation and excellence in service.
**Application Deadline:** Please submit your application by October 25, 2024.
**Equal Opportunity Statement:**
Western & Southern Financial Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, gender, age, sexual orientation, disability, marital status, or any other protected characteristics. We encourage all qualified candidates to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
