The Role

Are you a natural-born leader with a passion for innovative technology? Interested in a career where you’ll make a difference in the way thousands communicate? The Fuze Customer Support Team is rapidly evolving and adapting to take on new customers and support an industry-leading Unified Communications as a Service (UCaaS) product suite. Our Customer Support Managers enable their teams to exceed our customer’s expectations.

What You’ll Do

Build an incredible team:

• Identify top talent through recruitment while understanding current and future talent needs
• Foster collaboration and a cross-functional environment
• Love what you do – and ensure each team member has the resources and support to do the same

Develop a team in their current roles and prepare them for future growth:

• Coach and develop team members for optimal professional performance and personal growth
• Communicate reinforcing and developmental feedback in an effective and timely manner
• Establish goals and motivate to exceed those goals

Strive for customer satisfaction internally and externally:

• Review cases to ensure expectations are exceeded
• Constantly assess and align resources to the needs of the business and customer
• Proactively communicate with internal and external customers
• Demonstrate passion for customer satisfaction and ignite that passion in others

Implement process improvements:

• Introduce methods you know will improve the way your team operates
• Identify ways to increase efficiencies
• Own the processes you put in place and take pride in helping develop company communication

Who You Are & What We Need

• At least 6+ years of customer service related experience
• At least 4+ years of people management experience
• Experience managing multi-channel contact center operations
• Demonstrated success in identifying, developing, and implementing service improvements, resulting in measurable customer satisfaction improvements
• Ability to effectively operate in very dynamic and sometimes ambiguous situations
• Ability to logically break down and prioritize complex problems to enable resolution in an objective manner
• Bachelor’s degree in business, computer science, or related field required

Assets

• Previous experience managing in a fast-paced, high growth company
• Previous experience in telecom a strong plus but not required

#LI-BM1