Customer Support Manager
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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
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