CUSTOMER SUPPORT MANAGER COVER LETTER TEMPLATE

• Lead a dynamic growing team of front-line Customer Support representatives
• Monitor and improve main area statistics: Satisfaction, First Response Time & Resolution Time
• Monitor and improve all Key Performance Indicators (KPI’s) of the team and drives solutions to improve outcomes
• Inspect feedback and audit to maintain high service levels
• Oversee the training of team members to perform their duties and provides additional training
• Ensure accuracy & timeliness with all project management tools
• Create content and development materials for team meetings and updates to drive knowledge and calibration
• Partner with Treatment Success Managers and Clinical Advisors to drive world-class customer experience in all areas
• Manage CRM tool processes that drive day-to-day support channel efficiencies for the team
• Assist with inbound queries and email overflow 
• Create programs to increase production, morale and knowledge of the group
• Creating, editing and publishing quality knowledge content to improve customer self-service resources.
• Deliver excellent product advice through demos to charities.
• Support the team with developing a wider knowledge of the industry.

Skills: Team Leadership, Performance Optimization, Quality Assurance, Training Development, Project Management Tool Proficiency, CRM Management, Content Creation, Industry Knowledge Enhancement

• Drive product and performance issue resolution with dealer’s customers and John Deere factory communities as well as working closely with Product Support Specialist s
• Administer Company Product Warranty, Product Improvement Program policies and resolve reimbursement issues.
• Fulfills the duties of Customer Contact Centre to ensure customers issues are recorded, resolved personally, or escalated as appropriate to dealers, field-based Territory Customer Support Managers or Customer Support Business Managers for resolution.
• Sets dealers' goals and assist dealers to develop product support capabilities to improve customer satisfaction
• Drives dealer management to establish learning paths for key Customer Support roles within the dealership, utilises various KPI’s to manage training participation and class enrollment.
• Supervise data to day operations in the customer service department.
• Respond to customer service issues in a timely manner
• Hire and train customer service engineers 
• Main point of contact for customers, by responding to customer support queries via chat, e-mail, or phone.
• Responsibly categorise and triage requests by liaising with the relevant internal teams.
• Responsible for the support management of Flagship accounts and deliver best in class support.
• Working closely with the Support Lead to support and manage internal change projects.
• Independently identifying and leading process improvement projects.
• Identifying the need for additional support content to support Charities and End Users.

Skills: Issue Resolution Management, Warranty Administration, Customer Contact Coordination, Dealer Training and Development, Operations Supervision, Customer Communication, Account Management, Process Improvement Leadership

• Oversee, guide and direct day-to-day activities for 10 customer support team in accordance with the area of business responsibility for Sweetener business
• Liaise with the Shared Service Center Order Processing Department to ensure orders are processed timely, including accuracy of order data and adherence to the order processing flow (system and processes)
• Ensure all customer complaints entered and are tracked according to department and company procedures
• Demonstrated ability to work national and or complex accounts to provide valuable information to the customer
• Proficiently operate business segment area of responsibility
• Optimize order fulfillment business processes and procedures and ensure all process documentation is accurate
• Sponsor order fulfillment optimization projects for improved functionality.
• Identify problems with a variety of complex issues, consider alternative solutions and take action to resolve problems
• Provide support/service to the customer as well as communicating status to all parties involved
• Authority to involve other departments in resolving issues
• Provide problem solving guidance to Customer Support team.
• Lead in the selection of high-quality talent for the Customer Support team
• Influence the department to accept new concepts, practices, and approaches
• Lead, implement, and communicate out process improvements initiatives
• Successfully manages through change

Skills: Team Leadership, Order Processing Coordination, Complaint Management, Account Management, Business Process Optimization, Problem Resolution, Talent Acquisition, Change Management

• Provide excellent consumer support through Jira Help Desk
• Triage consumer requests and assign urgency
• Manage and optimize Help Desk functions and services, including workflow improvements
• Manage training sessions and build a training strategy for partners and retailers together with the Marketing department
• Take part in, and lead training sessions
• Troubleshoot and replicate user issues in hardware and software
• Assist R&D by writing detailed bug reports and user stories about issues
• Write basic support articles for Knowledge Base
• Test new Dirac Live software and hardware features with developers
• Provide input to the Technical Marketing Manager on current customer issues and suggestions
• Provide one-on-one coaching and mentorship to the Support Team
• Craft custom training to drive skill growth across the team
• Drive personal development and growth plans for the team
• Provide timely performance feedback
• Recruit and onboard new members of the Support Team

Skills: Help Desk Management, Training Strategy Development, Issue Troubleshooting, Technical Documentation, Software Testing, Team Coaching, Performance Management, Recruitment and Onboarding

• Build, lead and develop a team of amazing support agents to provide 24/7 coverage
• Create and maintain self-service support tools such as detailed FAQs
• Create resolution processes and canned responses for all frequent issue types
• Work with relevant stakeholders e.g. product to reduce the frequency of support inbounds for certain topics
• Measure, report on and work to reduce defect rate (% of shifts resulting in a ticket), SLAs (e.g. average time to close for tickets), measure and improve CSat
• Build out a scalable ticketing system for support to support multiple cities, customer types
• Scope out and add new support channels e.g. phone, in person, social, etc.
• Coordinate with Indeed Flex’s Flexer Experience team to build cross-functional strategies to exceed customer expectations.
• Direct and guide the implementation and communication of new policies and procedures to internal and external customers as they arise
• Serve as a liaison between external customers and internal functions to ensure customer satisfaction 
• Manage and coach a team of remote Level 1 Specialists
• Give visibility and manage the whole end to end process for incidents, requests, and escalations
• Show week over week improvement of department's work and KPIs
• Build scalable processes, guidelines, frameworks and tools help streamline Customer Care activities
• Research and implement new tools and self-service strategies to help automate and scale Customer Care

Skills: Team Leadership, Self-Service Tool Development, Process Optimization, Stakeholder Collaboration, Performance Measurement, System Scalability, Cross-Functional Coordination, Continuous Improvement

• Lead a team of representatives to handle incoming invoicing and payment inquiries from partners and couriers within agreed SLA’s.
• Ensure departmental standards regarding customer experience are met by regularly monitoring tickets and performance metrics to provide feedback or coaching.
• Ensure all tickets are executed in a professional, polite and courteous manner.
• Reduce partner & courier finance related contact reasons (such as invoicing, enquiries, claims, disputes, etc) to increase their experience and satisfaction.
• Review and analyze data to identify issues and trends.
• Work closely with Billing Managers, LiveOps, partner/courier support, and sales teams to understand baseline variances and root causes.
• Develop action plans and make recommendations for process improvements and efficiencies in billing and payment cycles. 
• Help streamline business operations.
• Define and maintain SOP´s, KPIs and SLA´s, provide reports to senior management.
• Recruit, motivate, and empower a high-performing team to achieve goals, measure team member success on an ongoing basis, and coach/take corrective action
• Stay current with business developments and initiatives that impact partner and courier billings.
• Act as project manager to support the centralization activities.
• Actively and consistently support all efforts to simplify and enhance partner and courier experience.
• Actively collaborate with colleagues and learn from each other in a supportive environment that allows them to grow, develop and make a difference

Skills: SLA Management, Performance Monitoring, Dispute Resolution, Data Analysis, Cross-Functional Collaboration, Process Optimization, Team Leadership, Project Management

• Manage the day-to-day operations of the customer service department.
• Respond in a timely manner to customer service issues.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Maintain accurate records and document all customer service activities and discussions, answer inbound/outbound calls professionally and provide information about products and services, take/cancel orders, and obtain details of complaints.
• Maintain updated knowledge of the organization's products, services, and customer service policies.
• Follow up to ensure that appropriate actions are taken on customer requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Hiring, training, managing and evaluating the team of Customer Care specialists.
• Developing training programs for Customer Care specialists and constantly refining them.
• Developing the knowledge base across the company, keeping in up to date knowledge, managing all the stakeholders.
• Collecting customers' feedback and constantly improving Customer Care experience.
• Providing business requirements to the Customer Care Hub developers team.
• Defining best practices for Customer Care 

Skills: Operational Management, Policy Development, Goal Setting, Record Keeping, Product Knowledge, Complaint Resolution, Team Leadership, Continuous Improvement

• Set and execute against a vision and strategy for Customer Support, aligned to the vision and strategy of the company, in collaboration with Head of Customer Success
• Establish best practices through the entire support process for technical and business inquiries
• Define and manage service desk key performance metrics, prepare periodic reports for management with recommendations and trends
• Promptly respond to escalated support desk queries, incidents and problems
• Conduct one on one meetings, deliver performance management conversations and coaching 
• Work closely with direct reports to create and support individual development and succession plans.
• Own and establish relationships with relevant 3rd party solution providers and development of technical solutions e.g. automation
• Manage interactions and dependencies between the team and other areas of the business, contributing to broader organisational goals

Skills: Strategic Support Vision, Best Practice Development, Performance Metrics Management, Incident Response, Team Coaching, Talent Development, Vendor Relationship Management, Cross-Functional Collaboration

• Provide patient and professional customer support to the Keplr wallet community.
• Create official documentation and guides for various components of Keplr Wallet product.
• Architect and manage a flow to efficiently solve reoccurring problems and questions.
• Liaise between relevant internal departments to report issues quickly and efficiently.
• Monitor search queries, and update guides and reports 
• Maintain healthy system of open and closed chat discussions, and report performance.
• Proactively learn about Keplr wallet, Cosmos ecosystem, and crypto technology to adapt to the needs of the community.
• Communicate in English on live-chat and email.
• Contact for user’s problems and support them with comprehensive knowledge of Circula’s products
• Support and care for customers enquiries through various channels such as chat, email and occasionally by phone
• Constantly develop knowledge and skills as enquiries are diverse and anything but run-of-the-mill
• Work cross-functionally to help other teams at Circula understand the problems customers experience
• Track customer issues and identify sources of error so that sustainable solutions can be developed in the interest of customers
• Offer insight to the Product and Customer Success teams, continuously improving the customer experience and acting as a key voice in the expansion of products

Skills: Customer Support Excellence, Documentation Creation, Process Architecture, Interdepartmental Coordination, Performance Monitoring, Ecosystem Knowledge Adaptation, Multichannel Communication, Continuous Improvement Insight

• Provide the strategic vision to continue to build and scale the support team with a mix of remote and in-office agents.
• Determine the correct mix of in-house agents and partnerships to provide best-in-class support and meet department KPI's within hours of service.
• Manage an organization that offers coverage
• Continue to iterate on what "best in class" service means and recalibrate SLA's 
• Drive agent and customer satisfaction as an advocate for internal and external customers.
• Owner of agent productivity and quality through process enhancements, systems, hiring, training, etc.
• Manage the support budget and partner with finance to manage costs.
• Account owner for external relationships for tools and services 
• Renegotiate and renew any contracts as needed with 3rd party vendors, manage quality, explore new products to add to the support ecosystem
• Lead initiatives to drive amazing employee morale and connection as continue to work remotely for the indefinite future.
• Coach a team of 3 – 5 direct reports (shift supervisors and support managers) to manage the day-to-day operations of the support.
• Collaborate with talented team to continue to drive the team development of both agents and supervisors.
• Launch and manage an explorer-ship program to provide continued growth opportunities for agents within the Zola organization.
• Create long-range and short-range staffing plans.
• Partner with the Talent team to select the best agents and iterate on hiring practices.

Skills: Strategic Planning, Workforce Management, SLA Development, Agent Advocacy, Budget Management, Vendor Relationship Management, Team Leadership, Collaborative Team Development

• Continue to grow the trust and safety team to monitor the site for payment abuse, terms of service violations, and other malicious activities.
• Continuously provide feedback to the various business verticals and Product teams to enhance the customer experience.
• Drive internal improvements to agent administrative portal and advocate for resources and prioritization in back-office meetings.
• Continuously strive to reduce incoming contacts, increase agent productivity and decrease agent handle time through internal process improvements, tech optimizations, and 3rd party tools to drive efficiency.
• Participate in ad-hoc projects to support company-wide goals and initiatives 
• Be a culture carrier in the organization as the main advocate of the support team in all things.
• Manage the Technical Support team and ensure the department is meeting or exceeding all customer support goals
• Address support issues from existing customers to resolution via phone and/or remote desktop product support
• Monitor customer environments through Azure alerts and other SIEM solutions
• Respond to and resolve issues within established timeframes to ensure SLA’s are exceeded
• Perform customer software installations and upgrades, typically in virtualized environments
• Participate in architectural discussions to ensure solutions are designed for successful deployment in the cloud identity opportunities for automation and process improvement and security
• Complete standard compliance documentation and configuration checklists
• Hold weekly meetings with the support team and perform triage 

Skills: Team Expansion Management, Cross-Departmental Collaboration, Process Optimization, Project Management, Culture Advocacy, Technical Support Leadership, SLA Management, Cloud Solution Deployment

• Manage customer support department’s day to day functions
• Respond to escalated customer support issues and resolving them as a mediator
• Implement customer support processes to enhance customer satisfaction
• Formulate and revise customer support policies and implement them in a timely fashion using proper change management techniques
• Inform the team of all new information related to PriceSpider products, procedures, and trends
• Prepare, analyze and compile accurate performance reports and metrics for management at an individual level
• Recruit and mentor customer support specialists to maintain high customer service standards and nurturing an environment where can excel.
• Evaluate performance by setting clear goals, deploying strategies to meet them, and following the disciplinary process according to PriceSpider policy
• Ensure the team is equipped and trained to perform at a high level
• Review support tickets to ensure the quality and timeliness of the responses
• Aid customer support specialists in identifying root cause issues
• Work with product and engineering to prioritize resolution of common root cause issues.
• Communicate cross-functionally the needs of the support team as well as any issues that may arise
• Partner with customer training to update and maintain external knowledge base systems customers use, like FAQs and common issue resolution articles
• Identify resources and tools that will help the speed and quality of resolutions

Skills: Support Process Implementation, Escalation Resolution, Policy Development, Performance Analytics, Team Leadership, Quality Assurance, Cross-Functional Communication, Resource Optimization

• Help customers troubleshoot and navigate through processes and bugs regarding software in an articulate way over email, chat, phone and in-person while meeting or exceeding stated service level agreement (SLA) timeframes.
• Manage and track issues to ensure accurate and complete resolution.
• Keep the Incident Tracking Database up to date with new solutions.
• Establish priorities and communicate rationale and time frame clearly to customers.
• Overcomes constraints to meet established deadlines.
• Support all aspects of the Cogito solution, partnering across a cross-functional team of supporting resources
• Develop effective relationships across the Cogito Sales, Engineering, and Product functions to ensure alignment
• Own and manage client and internal team communications at both the Program and Executive levels
• Assess service statistics and prepare detailed reports on findings.
• Initiate and govern process improvements when identified
• Manage, schedule, and coach a growing team of support specialists to ensure team is providing the best possible resolutions to clients
• Improve team performance (including scaling team workflows and processes), maintain team metrics,
• Exceed responsiveness and quality SLAs
• Collaborate with multiple internal stakeholders to resolve high-impact client issues and ensure client satisfaction
• Inform and distribute knowledge across the team (identify training gaps, distribute new product updates, ensure cross-departmental communication)

Skills: Technical Troubleshooting, Incident Management, Priority Setting, Cross-Functional Collaboration, Client Communication, Performance Analysis, Team Leadership, Process Improvement

• Take overall responsibility for delivering excellent customer service, continuously seeking ways to improve
• Create and own the vision of the Customer Support function
• Create and implement policies and procedures for the function
• Create and implement Service Level Agreements (SLA’s)
• Monitor and analyze customer support metrics
• Drive the function forward and take the lead on planning for future resources and initiatives
• Take responsibility for managing a small but growing team
• Share knowledge and experience with team to help them grow and develop
• Conduct regular 1:1’s, providing hands-on support 
• Coach, mentor and guide team
• Oversee first line customer support - including phone calls, emails and social media
• Monitor the quality of customer support responses - including timeliness, and implement improvements 
• Coach team members to provide customer support responses that are effective and efficient
• Oversee general technical support - including phone calls, emails, and social media
• Ensure cohesive working with first line customer support and the development team, to ensure queries and handled as effectively and efficiently as possible

Skills: Customer Service Management, Policy Development, SLA Implementation, Performance Analytics, Strategic Resource Planning, Team Leadership, Coaching and Mentoring, Cross-Functional Collaboration

• Partner with and assist with both internal stakeholders and clients’ needs by capturing requests, identifying solutions, working with key stakeholders and delivering needed outcomes.
• Responsible for strengthening business relationships through output and proposing value-add solutions that can lead to growth and additional opportunity.
• Successfully create, prioritize and deliver individual and team plans.
• Manage and coordinate departmental systems.
• Training delivery, especially systems and process training.
• Responsible for helping solve customers’ questions on a day-to-day basis 
• Building customer support as the company grows.
• Improve customer service experience continuously whilst creating engaged customers and facilitating organic growth
• Stay attuned to industry developments and best practices for customer support
• Distill support trends into recommendations for improving the customer experience
• Work with Post-Sales leadership to define and execute team vision and strategy
• Ensure that team members have sufficient knowledge to be able to confidently handle technical queries
• Oversee the sales administration process
• Order processing, invoicing, licence creating, sales reporting and quote management
• Ensure that processes are accurate, efficient and work seamlessly with other areas of the function

Skills: Stakeholder Collaboration, Solution Identification, Strategic Planning, Systems Management, Training Delivery, Customer Inquiry Resolution, Customer Relationship Enhancement, Sales Process Oversight

• Good knowledge of Zendesk, reporting, and processes
• Great communication skills
• Good judgment and problem-solving skills
• Previous experience in incident handling and ticket management
• Previous experience of managing a small team
• Excellent knowledge of all Microsoft Windows products
• Understanding of EPOS systems and the retail environment
• Good organizational and self-management skills
• Good general computer and peripheral hardware knowledge
• Able to work with suppliers to ensure build beneficial relationships
• A good working knowledge of SQL 
• Experience working with and administering Office 365.

Qualifications: BA in Customer Service Management with 2 years of Experience

• Experience in a customer-facing role
• Experience leading a support team
• Possess an analytical and process-oriented mindset/mentality
• Strong conflict resolution and problem-solving skills
• Excellent written and verbal communication skills
• Effective problem solver with the ability to efficiently multi-task
• Enthusiastic leader with the ability to inspire team members
• Clear and comprehensive communication skills, with the ability to perform under pressure in crisis situations
• Collaborative mind-set
• Native or professional proficiency in English.
• Strong technical leadership and people management skills to motivate, manage and coach a team of highly skilled individuals
• Ability to interact with all levels of staff

Qualifications: BA in Organizational Leadership with 5 years of Experience

• Experience in a Customer Services/ Customer Support role
• Hands-on experience in managing a small team
• Experience in developing a Customer Service/ Customer Support function
• Experience in setting up and managing KPI’s and policies & procedures
• Experience in developing a self-service support strategy
• Passionate about delivering excellent service
• Excellent communication skills - both with internal and external stakeholders
• An organized and systematic approach, with the ability to juggle areas of responsibility
• Proven ability to contribute in a diverse, multi-cultural, multi-country team environment
• Strong troubleshooting skills in order to come to the best conclusion in the most efficient way

Qualifications: BA in Public Relations with 3 years of Experience

• Ability to provide superior customer service at all times.
• Ability to effectively communicate verbally and in writing.
• Strong problem-solving and negotiation skills.
• Effective interpersonal skills with customers, coworkers and management team
• Strong teamwork and organizational skills with the ability to multi-task.
• Proficiency in Microsoft Office products and the use of computer applications.
• Experience in managing a team
• Bilingual (French and English)
• Experience managing CRM and Helpdesk systems such as Zendesk and Salesforce
• Experience scaling a support team in a start-up or fast tech environment
• Strong analytics skills

Qualifications: BA in Psychology with 5 years of Experience

• Experience managing an enterprise software support team
• Leadership and organizational skills
• Ability to effectively communicate with all levels of the organization
• Good technical and mechanical skills
• Attention to detail
• Exceptional oral and written skills
• Proactive and positive with a strong work ethic
• Excellent time management skills with the ability to prioritize appropriately
• An empathetic, customer-centric mindset 
• Exceptional communication and problem-solving skills
• Ability to become a product expert and eager to teach others

Qualifications: BA in Human Resources with 5 years of Experience

• Experience as a PriceSpider customer support specialist or prior experience as a supervisor/manager in providing customer support
• Knowledge of performance evaluation and customer support metrics
• Working knowledge of customer support software, databases, and tools
• Strong client-facing communication, oral, written, and interpersonal skills
• Excellent organizational leadership skills with problem-solving ability
• Ability to think strategically and display outstanding leadership skills
• Experience working cross-functionally with technical teams like product and engineering
• Jira, SQL, and Microsoft Office experience
• Experience with CRM platforms (Salesforce, Freshdesk, etc.)
• Proven experience with documenting processes and procedures

Qualifications: BA in Management Information Systems with 3 years of Experience

• Experience in e-commerce, customer service, retail, hospitality, or a related industry.
• Outstanding interpersonal skills and ability to communicate clearly and effectively (both written and verbal)
• Analytically minded with the ability to leverage data to drive decisions and recommendations.
• Strong Excel skills required, knowledge of SQL 
• Ability to train, motivate, and manage a team.
• Ability to remain cool, calm, collected, and organized, even in times of high volume.
• Have a proven ability to set, communicate, meet, and measure short- and long-term goals.
• Have the ability to drive action and make tough decisions.
• Experience managing remote teams and outsource partners 
• Experience in utilizing Zendesk or other CX-focused tools for customer communication and ticket management.
• Ability to fulfill and organize multiple projects simultaneously, while being an ambitious problem solver

Qualifications: BA in Marketing with 5 years of Experience

• Very strong communication skills on all levels
• Customer management experience.
• Ability to use personal judgment and initiative 
• Develop effective and constructive solutions
• Proven organizational skills and experience building processes
• Positive team player
• Ability to build effective relationships with internal & external stakeholders
• Proactive & flexible uses own initiative
• Organised, able to achieve deadlines with close attention to detail
• Customer support or related experience, especially in a SaaS or e-commerce business or startup
• Experience managing distribution of inbound ticket and phone queues

Qualifications: BA in Communications with 3 years of Experience

• Analytical and proven experience in improving operational performance
• Ability to analyse and summarise key trends and issues from numerous sources and data points
• Proven experience in improving and optimising outsource performance
• Experience in improving processes in a digital first contact centre
• Engaging leadership skills and experience in leading customer experience functions
• Ability to make decisions autonomously, problem solve and analyse processes to drive change
• Commercial mindset and budget management
• Expert knowledge of Contact Centre processes and infrastructure
• Experience in route cause analysis and process improvement
• Strong background in delivering change
• Essential to have experience in managing and optimising outsource partners
• Have good product knowledge to be able to support the team and stakeholders with queries, supporting directly with customer queries 

Qualifications: BA in Business Administration with 5 years of Experience

• Experience in Customer Support/Customer Service at a SaaS company.
• Experience managing, leading, or growing teams including training, mentoring and developing junior team members.
• Experience with Salesforce Service Cloud/Salesforce Case management a requirement.
• A Salesforce Administration Certificate
• Ability to navigate multiple web applications and extensions.
• Prior experience and technical understanding of CRM, Marketing Automation, and sales acceleration tools.
• Ability to analyze customer concerns and identify education and growth opportunities within an account.
• Ability to research, analyze and provide a solution to newly identified issues.
• Emphasis on attention to detail and quality.
• Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
• Exceptional verbal and written communication skills.

Qualifications: BA in Sociology with 4 years of Experience

• Experience as a Support Engineer or leading teams thereof
• Experience in Support Management
• Proven track record of setting the organizational standard and improving the overall customer experience across multiple cross-functional teams
• Profound knowledge and experience in managing and exceeding Support KPIs
• Able to make decisions and prioritize tasks based on customer care, efficiency, cost-effectiveness, and environmental constraints
• Previous experience working in an environment with limited processes and structures in place
• Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with products
• Ability to navigate and translate complex issues in an understandable, organized method which facilitates effective communication
• Deep understanding and use of various customer support management software
• Strong change management skills: past experience building a ‘customer-first culture
• An understanding of the plan-build-run operating model

Qualifications: BA in Business Administration with 4 years of Experience

• Stellar leadership skills with proven performance management experience in coaching & developing direct reports to excellence.
• Strong communication and initiative 
• Possess a natural curiosity for problem-solving and finding specific answers in big data
• Be an excellent public speaker with the ability to represent the company at events large and small
• Expert knowledge of call center metrics such as SLA, First Reply Time, One Touch Resolution, etc.
• Capable of understanding the ways in which Customer Support Performance impacts Company Level KPI’s through modeling, predictive analysis, etc.
• Customer Service Experience in a manufacturing environment
• Customer Service experience in the healthcare/insurance industry
• Customer service experience in mortgage/banking
• Experience working in the financial industry 
• Experience with document processing and delivery

Qualifications: BA in Communications with 4 years of Experience

• Proven effective communication, interpersonal, and conflict management skills 
• Ability to provide constructive feedback and coaching to team members and to represent the company internally and externally
• Excellent collaboration with Customer Success, Product, Engineering and Sales teams
• Highly organized and detail-oriented with a strong command of verbal and written English.
• Be a strong stakeholder manager with the ability to plan and execute projects with minimal guidance
• Strong background in coaching and development in order to drive the skillset of the team agents and leaders to full potential.
• Intermediate/advanced level of knowledge in Microsoft packages including Word, Excel, and PowerPoint.
• Previous experience working in a GxP or other regulated environment (e.g. Finance), although not essential
• Excellent working knowledge of technical systems 
• Experience in customer training of systems such as Electronic Approvals: Transparency and CRM solutions highly desirable.
• Experience in writing and reviewing Controlled Documents, such as Policies, Standard Operating Procedures, Working Practices is desirable.

Qualifications: BA in Marketing with 3 years of Experience

• An experienced support leader who has a strong track record of building processes, tools, and teams that deliver amazing customer support.
• Experience in a senior position within a support organization that processes over 25K tickets per month and offers multi-channel support.
• Experience working with or for a BPO provider
• Experience working with multiple providers.
• Strong organizational skills, work ethic/grit, and attention to detail.
• Experience working for a high-growth consumer brand, excels in a fast-paced environment and isn't afraid to roll-up sleeves 
• Experience handling scheduling and WFM across multiple BPO providers.
• Experience with any of the tools used in support pipeline, particularly Zendesk and Slack (see below).
• Experience providing support for a video delivery service or internet provider.
• Experience providing support for billing-related inquiries.
• Experience in a start-up or fast tech environment.

Qualifications: BA in Management Information Systems with 5 years of Experience

• Previous experience managing Technical Support Teams for a SaaS 
• Experience in managing a team of individuals or more
• Experience interviewing, hiring, and onboarding for technical, customer-facing roles.
• Experience defining and managing individual and team performance in areas such as career paths/advancement and overall team motivation and growth.
• Solid fundamental understanding and implementation of operations management, including defining meaningful support metrics, measuring the quality of work, and rolling out effective processes and procedures.
• Familiar with support and ticketing tools like JIRA, Zendesk, and Confluence (or similar)
• Previous experience in working with engineering and development teams as well as an understanding of Agile processes or experience working in an Agile/Scrum environment
• Has a good understanding of how web applications and mobile apps are built and work
• Strong problem-solving skills
• Familiar with principles of APIs, stateful Web (Single Page) Applications, developer platforms (Github, Heroku), and latest platform trends like containers and serverless architectures
• Software development previous experience in supported languages (JavaScript, Java, GraphQL, Ruby, .Net, PHP, Python, Objective-C, or Swift)
• Understanding of frameworks like React and GatsbyJS

Qualifications: BA in Human Resources with 3 years of Experience