Customer Support Manager at Crunchhire

Description

Mevron’s Customer Support Managers are exceptional people leaders who know how to get the most out of thTeamteam. They directly manage Team Leads (typically up to 5), who manage around 10 Customer Support Representatives (CSRs) each. Customer Support teams are at the forefront of our business, answering the community’s questions and tending to their needs

Responsibilities

• Improve customer support experience, create engaged customers and facilitate organic growth
• They directly manage Support Team Leads (typically up to 5), who manage around 10 Customer Support Representatives (CSRs) each
• Lead, motivate, and develop high-performing teams to deliver on operational KPIs within a time-sensitive and demanding environment
• Coach and develop Team Leads into awesome people managers
• Partner with various supporting teams (such as Quality Assurance, Learning & Development, and Site Analytics) to ensure that your teams are delivering exceptional customer experiences and meeting service level requirements
• Analyze data to assess the performance of your teams and provide constructive feedback to Team Leads on a consistent basis
• Be a subject matter expert (SME) on your teams’ processes and Mevron policies
• Drive continuous process improvement to deliver a world-class support experience every time

Requirements

• Bachelor’s degree preferred
• 3+ years of experience in a high-volume, fast-paced customer support environment or other service industry
• 2+ years of experience leading large and diverse teams
• Willingness to work weekends, occasional holidays, and outside of standard 9-5 business hours
• Demonstrated leadership skills — You set team goals, develop people to their highest levels of performance, and guide them through challenging situations
• Exceptional written and verbal communication skills - You are a skilled communicator and listener, and you’re comfortable expressing ideas and opinions to varied audiences
• Excellent interpersonal skills - You establish trust and effective working relationships with internal and external stakeholders
• Strategic problem-solving skills - You can leverage multiple resources to inform and support critical decisionsProven working experience as a Customer Service Manager, Retail Manager, or Assistant Manager