Aura helps customers monitor, manage, and protect against the risks associated with their identities and personal information in a digital world. With adaptive technology, a seasoned team, and a first-of-its-kind product suite, Aura enables customers to manage disparate cybersecurity needs with ease. Backed by premier investors, WndrCo and General Catalyst, Aura's category-defining business is a holistic personal digital security platform that unites best-in-class privacy, identity, and security products.
Trusted by more than 2 million customers, Aura has a team of more than 450 people worldwide and revenues over $200 million. Most importantly, this trajectory continues to show momentum and is supported by strong organic growth in addition to strategic customer acquisition. Aura's leadership team has seen similar success before, having grown a start-up to a valuation of over $3 billion prior to exit. With a clear vision, strong alignment, and strategic M&A execution, Aura has assembled a stellar team and built a unique culture with incredible employees. Join us for the ride!
The Call Center Supervisor assists Customer Care Center Sr. Supervisor by overseeing day-to-day operations and management of Customer Care staff and Call Center functions.
Responsibilities

• Perform billing & credit research to resolve customer inquiries
• Conduct customer credit request reviews and approvals
• Act as telemarketing research coordinator to resolve customer order disputes
• Conduct order processing research if customer has not received service
• Participate in client call monitoring sessions
• Act as liaison between Service Center and clients and between Service Center and other departments
• Analyze daily call result reports, update spreadsheets, and provide statistics to Service Center staff and management
• Coach Agents on work performance and other work issues
• Monthly monitoring of team to ensure quality standards
• Develop, coach and reinforce training
• Facilitate departmental Team meetings
• Resolve escalated customer issues and handle escalated customer calls

Qualifications

• 2-3 years prior Customer Service Supervisory experience - preferably in a Call Center environment
• Excellent verbal & written communication skills
• Proficiency in Microsoft Office, Microsoft Access databases and MMS
• Ability to read and comprehend complex instructions, correspondence, and regulations
• Excellent multi-tasking skills and experience in handling shifting priorities
• Proficient data entry skills with focus on accuracy
• Ability to effectively provide information to customers and other employees
• Ability to work independently and as part of a team
• Ability to handle stress and maintain composure during irate calls
• Ability to prioritize, adapt quickly to change, and attention to detail
• Must have reliable home internet
• Must have a smartphone or Yubikey
• Bachelor's degree preferred

Full Time position - must be able to work flexible shifts - *3rd shift - 9pm to 6am Monday - Friday, Saturday 4pm to Monday at 6am
Aura and its subsidiaries participate in E-Verify.
EOE M/F/D/V
#LI-Remote