• Provide an effortless customer care experience through inbound and outbound phone, email, chat, and social support.
• Identify the cause of problems quickly and methodically, and determine the best solution.
• Work with partner teams to troubleshoot customer problems, advocating tirelessly where necessary to ensure customers have the best experience possible.
• Triage difficult customer issues, be the first to notice trends in customer complaints, and communicate those trends to the respective internal team.
• Support outsourced teams with advanced questions.
• Close the loop with customers and future-solve problems that you know are likely to come up for the customer later in journey.
• Test new Customer Care models, processes and technologies before we roll them out to the broader team.
• Checking order reports on a daily basis in different sources (electronical/manual order)
• Approving correctly entered orders in SAP system
• Control if the price was previously approved by sales manager

Skills: Multichannel Support, Problem Identification, Solution Development, Trend Analysis, Team Support, Proactive Problem Solving, Process Testing, Order Management

• Aid the area manager to coordinate the create the initial customer support team, and interact with global customer support team 
• Implement new ideas and processes, taking into account agents’, managers’ and other areas' feedback to improve the overall performance and user experience
• Continuous implementation and management of tools to ensure better team performance.
• Coordinate and ensure continuous training for Bitso’s customer support agents.
• Create a relationship with other departments in Bitso.
• Build relationships with other departments within Bitso to guide and anticipate discussions around new product features, marketing launches, new markets, etc.
• Make sure NPS and other metrics are within expectations.
• Manage or oversee difficult cases that agents are not able to resolve themselves, especially when involving other areas.
• Manage volume spikes and other eventualities to reduce burden on the users and the team.
• Create adequate content on different the channels to allow users to solve problems by themselves.

Skills: Team Coordination, Process Implementation, Tool Management, Training Coordination, Cross-Departmental Collaboration, Relationship Building, Metrics Management, Case Management

• Supervise a team of Call Center Support Representatives
• Assist staff with problem resolutions and escalate to management when appropriate.
• Training of new employees.
• Ensure adherence to company policies and procedures.
• Preparing monthly, quarterly, and annual reports.
• Keep director of the department informed about recurring issues or problems.
• Responsible for answering customer phone calls relating to Internet Banking and its related features including Mobile banking, Integrated Bill Pay, 3 rd party bill pay interface, commercial cash management and personal financial management.
• Responsible for answering Integrated Bill Pay live phone calls and live chats.
• Responsible for answering calls related to customer account information, balance, payment information, card activity.
• Resolve customer issues in a timely manner, escalating problems to management 
• Identify and escalate priority issues.

Skills: Team Supervision, Issue Escalation, Staff Training, Policy Adherence, Report Preparation, Issue Reporting, Customer Support, Priority Identification

• Support Phone, email and online media enquiries triage, transfer enquires following illumina’s process, dispatch/elevate enquires and issues requiring further technical support to Illumina Engineers and Applications Scientists
• Provide preliminary technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers
• Log and manage customer enquiries/issues using Illumina’s case-tracking database
• Install case management, coordinate with field support to arrange installation and training
• Collect customer feedback on the supplier performance, process improvements and customer expectations
• Assist in spare parts dispatching and field paperwork
• Ensure that all resolutions are logged into CRM software as directed by management.
• Follow-up with customers regarding outstanding issues.
• Develop an overall awareness and understanding of departmental goals and objectives.
• Mentoring and developing team members, including one-on-one meetings andperformance reviews

Skills: Inquiry Triage, Technical Guidance, Case Management, Installation Coordination, Customer Feedback Collection, Spare Parts Coordination, CRM Documentation, Team Mentoring

• Manage a small but growing team of Customer Support Executives
• Generate operational stats and reports for the senior management team
• Communicate with customers effectively via telephone, email and chat support
• Oversee the processing of tickets via helpdesk
• Process customer orders making sure devices and SIM cards are recorded correctly
• Oversee the shipping of devices promptly to customers, accurately reflecting orders
• General administration and processing tasks
• Manage Amazon customer support and adhering to Amazon selling policies
• Assisting in answering general questions about products, returns, refunds,cancellations, account modifications, shipping/tracking information, and otherissues 
• Driving the daily operational tasks of team

Skills: Team Management, Data Reporting, Customer Communication, Ticket Management, Order Processing, Shipping Oversight, Policy Adherence, Operational Management

• Understanding workflow and prioritizing turnaround targets while assuring compliance with the customer requirements.
• Handling customer complaints and following through with corrective action.
• Handling escalated customer inquiries and providing solutions to CRS for customer resolutions.
• Investigating Parts shipments that did not meet target timelines or incorrect shipment was supplied.
• Recognize and report to QA Manager trends for continuous improvement evaluation.
• Ensure timely response to all customer emails and phone calls.
• Audit courier shipments for accuracy.
• Responsible for the day-to-day leadership of staff, orientation, coaching and mentoring, employee engagement, performance feedback and supporting growth and development opportunities.
• Conduct performance conversations and provide timely feedback

Skills: Workflow Management, Complaint Resolution, Inquiry Escalation, Shipment Investigation, Trend Analysis, Customer Communication, Shipment Auditing, Team Leadership

Lead a group of Salaried Customer Service Representatives.

Fill in for other Warehouse Supervisors 

Lead, demonstrate and champion a healthy and safe work environment ensuring that all safety standards, policies, procedures and compliance requirements are communicated, implemented and followed.

Lead and participate in regular scheduled safety meetings

Providing training for all direct reports 

Review and sign off on JHA’s

Ensure all training is completed and up to date for employees, updated in Workday

Performs site safety inspections and daily walkthroughs.

Conduct yearly performance reviews for hourly employees

Skills: Team Leadership, Safety Management, Policy Implementation, Safety Training, Employee Training, Compliance Verification, Safety Inspections, Performance Evaluation

• Improve customer experience, creating engaging and organic service
• Ownership of customer escalations and follow up
• Work with COO to develop service procedures, policies and standards
• Mentor and develop support members and nurture an environment allowing them to excel through encouragement and empowerment
• Ensure that team members are following proper procedures and best practices aligned with Upful Blends values
• Document employee performance including disciplinary action
• Works with Training to improve departments training curriculum
• Develops and delivers performance reviews and provide measurable benchmarks and goals
• Responsible for time management of team members, including time off requests and any corrective action
• Analyze data yielded by performance and reports, identify trends, and highest/lowest performers
• Conduct daily team huddles and weekly individual and team meetings

Skills: Customer Experience Enhancement, Escalation Management, Procedure Development, Team Mentoring, Best Practice Adherence, Performance Documentation, Training Improvement, Data Analysis

• Providing leadership to the Enterprise and Tier 3 team by mentoring Analysts, particularly in the development of customer service, technical documentation time management, and problem solving skills
• Managing performance and growth plans of team members
• Working with them to develop and implement individual career development plans
• Evaluating and improving current technical escalation processes and paths
• Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps
• Developing, measuring and managing customer support metrics such as quality of service, close rates, response times, and teamwork
• Communicate and develop relationships with the Product, Development, Services, and Sales teams to prioritize and address high priority technical issues
• Identifying, managing and executing Technical Support strategic projects and initiatives

Skills: Leadership Development, Performance Management, Career Planning, Process Improvement, Client Escalation Handling, Metrics Analysis, Cross-Functional Communication, Project Management

• Develop and manage the team's schedule to optimize coverage.
• Evolve procedures and daily activities to successfully meet departmental and company goals.
• Resolve customer escalations through email, phone, and chat.
• Research and resolve complex situations and make decisions (even when answers fall into gray areas).
• Coordinate and perform training for new and existing teammates.
• Evolve training and suggest new methods for efficiency.
• Perform quality assurance for the team, providing regular feedback, including coaching and encouragement to advance individual team members and company goals further.
• Liaise between customer support representatives and team leadership to assist in career development.
• Facilitate team activities that foster trust, relationship building, and cohesion.
• Regularly generate and analyze reporting to optimize efficiency and identify trends.
• Scrub the queue daily to identify trends and triage requests.

Skills: Schedule Management, Procedure Development, Conflict Resolution, Decision Making, Training Coordination, Quality Assurance, Relationship Building, Data Analysis

• Proven success leading a team, and the ability to regularly provide positive and constructive feedback
• Experience with VoIP phone software and IVR customizations
• Interest in continuous improvement and strong ability to provide and receive feedback
• Customer service mindset, including responsiveness, patience, accuracy, compassion, and resourcefulness
• Understand the role of serving the school district and the student/community population
• Ability to exercise empathy, understanding of the school environment and children/personnel in that environment, tact, courtesy, kindness, and diplomacy when dealing with individuals (at any level)
• Excellent interpersonal skills, ability to communicate effectively verbally and in writing to a variety of audiences
• Ability to stay calm in a fast-paced environment and take swift action to ensure customer satisfaction
• Computer skills and an ability to learn and understand general technical requirements for the telemedicine system
• Experience with Salesforce or other Force.com platforms

Qualifications: BA in Business Administration with 5 years of Experience

• Combined experience in Patient Portal, Telehealth and/or customer support
• Significant knowledge of the Healthcare industry, particularly as it relates to Patient operations
• Effective and professional communications skills, strong critical thinking, and problem-solving skills
• Good interpersonal skills and exceptional customer service skills
• Detail oriented, understands and works well with standards and processes that vary between many customer accounts
• Ability to multitask and prioritize requests with ability to learn quickly in fast-paced environment
• Strong leadership and people management skills
• Must have a working knowledge of the following: MS Office, Online Collaboration tools, Remote access software, CRM or Ticketing system like Salesforce, Connectivity, networking, ISPs, Wi-Fi
• Must be proficient with and have strong problems solving skills with the following: Networking, mobile devices, Internet, web access, Microsoft Teams, Smart phones - iPhones, Android, etc.
• Must have a basic understanding
• EHR Knowledge and Telehealth Applications

Qualifications: BA in Information Technology with 5 years of Experience

• Ability to work collaboratively and effectively in a dynamic, fast-paced team environment 
• Thorough understanding of Customer Software Support best practices and at least one of the following: familiarity with Client/Server, Legacy, or Personal Computing Technology.
• Knowledge of operating systems, computing hardware and databases.
• Excellent communication, interpersonal, problem solving, analytical, time management, organizational, relationship-building, conflict management, and leadership skills.
• Proficiency in Microsoft Office packages 
• Sufficient knowledge of business communications, including telephone, voicemail, and e-mail, and operations of office machines, such as photocopier, scanner, and fax.
• Willingness to work overtime, holidays, and weekends based on business need.
• Ability to collaborate, influence, negotiate, resolve conflicts in a team-based environment.
• Sense of urgency and a results-oriented attitude
• Ability to make recommendations to effectively resolve problems/issues by using judgment consistent with company standards, practices, policies, and procedures as well as federal and state regulations and laws.
• Experience in customer support experience

Qualifications: BA in Psychology with 5 years of Experience

• Excellent interpersonal and verbal & written communication skills
• Excellent coordination skills and teamwork
• Previous experience in customer service via email, telephone and online media support channels would be held in high regard.
• Understanding of wide range of molecular biology protocols such as PCR, Next Generation Sequencing, gene expression analysis, genotyping, and related procedures 
• Experience in the industry with people management experience.
• Experience in healthcare/ pharmaceutical
• Experience in frontline customer service roles
• People management experience, direct management of customer service agents
• Experience managing a disperse / remote workforce
• Experience with Zendesk

Qualifications: BA in Human Resources Management with 4 years of Experience

• Successful leadership experience. 
• Strong workforce management skills. 
• Ability to problem-solve with limited information. 
• Must have strong computer skills and knowledge of basic telephone technology. 
• Good organizational skills and attention to detail 
• Must have good interpersonal and active listening skills. 
• Exceptional customer service skills 
• Analytical and interpretive skills
• Excellent negotiation and facilitation skills
• Ability to work in a team environment
• Ability to handle conflict and confront challenging issues in a fast work environment

Qualifications: BA in Communication Studies with 3 years of Experience

• Experience in e-commerce, customer service, retail, hospitality, or a related industry
• Strong friendly, upbeat verbal and written communication skills.
• Ability to train and manage a team.
• Ability to remain cool, calm, collected and organized, even in times of high volume.
• Must be proficient with computers and able to learn new programs quickly.
• Acute attention to detail 
• Ability to represent Zola and be the voice of the company while handling customers in a professional manner.
• Naturally intellectually curious with an overall eagerness to learn in a fast-paced startup environment
• Knowledge of HTML, CSS, JAVASCRIPT
• Excellent oral and written communication, including presentation skills
• Ability to meet or exceed Performance Competencies

Qualifications: BA in Business Administration with 3 years of Experience

• Supervisory experience and customer support experience
• Excellent problem-solving, leadership, and customer service skills
• Strong organizational skills and the ability to multi-task within a fast-paced environment
• Ability to collaborate with co-workers across the organization
• Demonstrate adaptability and flexibility which includes working evening and weekend schedules
• Analytical, efficient, and thorough
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook)
• Supervisory experience in a call center environment
• Ability to prioritize tasks that change frequently and manage unexpected demands
• Dependable, follows instructions, and takes initiative to solve problems
• IVR Phone systems experience and DealerOn experience

Qualifications: BA in Communication Studies with 5 years of Experience

• Working knowledge of SaaS or CRM related software preferred workforce management practices and tools (e.g., scheduling software, quality monitoring software)
• Experience creating and implementing onboarding/training guidelines 
• Experience managing geographically dispersed teams 
• Prior mortgage industry experience 
• Experience in resource management
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Proven project management skills
• Ability to work both independently and in a team environment

Qualifications: BA in Human Resources Management with 4 years of Experience

• Previous technical support supervisory or leadership experience in a large support organization
• Experience successfully supervising, mentoring and leading peers or subordinate employees
• Previous experience in hardware and software support strongly desired
• Detail oriented with a strong ability to follow through
• Excellent organizational and time management skills
• Strong analytical skills
• Very strong PC skills and knowledge of MS applications including Excel, PowerPoint, Word and Outlook
• Works independently while problem solving without sacrificing quality
• Works well in collaborative environments
• Ability to provide problem summary and status updates to next level management
• Previous experience in Medical Imaging (Ultrasound, CT, and Radiology)

Qualifications: BA in Psychology with 2 years of Experience

• Customer service and/or industry-related experience, preferably at a SaaS company
• Experience in a Team Lead and/or Supervisor role, ideally overseeing a Devices/IT support team or a similar customer-facing team
• Ability to recognize where a customer is coming from, and identify how Rippling can help them
• Advanced knowledge of IT concepts and practices 
• Organizational skills and the ability to multitask while helping multiple customers/team members at the same time
• Ability to improve existing processes and workflows for internal and external stakeholders
• Creative problem solver who enjoys removing blockers for customers in support of the team
• A team player, who is ready to get their hands dirty
• Technical certifications (CCNA, MCSE, MCP, or A+ and/or equivalent work experience)

Qualifications: BA in Information Technology with 4 years of Experience