Customer Support Experience Manager
Job title: Customer Support Experience Manager in Cleveland, OH at Riverside Recruiting
Company: Riverside Recruiting
Job description: I'm a recruiter (headhunter). This service is free to you (the candidate). One of the companies that I recruit for is looking to hire a:Customer Support Experience Manager
Hybrid remote in Cleveland, Ohio
4 days remote, 1 day on-siteSalary, benefits, PTOCompany
- Hybrid remote: 4 days remote, 1 day on-site each week
- Technology viewed as a competitive advantage
- Every person has high visibility and big impact
- Company focused on innovation and growth
- Laid-back culture with open door policy
- Established reputation, major growth
- Job security and sustainable work
- Employee recognition & awards
- Meaningful work and impact
- Extensive training program
- Leader in their industry
- Collaborative team
- Lead and optimize contact center customer service operations
- Ensure that our customer support team:
- delivers exceptional service
- resolves customer issues efficiently
- ensures a positive customer journey
- continuously improves the overall customer experience
- Implement best practices, analyze customer feedback, and develop strategies to enhance satisfaction and loyalty
- Oversee a team of support representatives, providing guidance, training, and performance evaluations
- Set key performance indicators (KPIs) and ensure that the team meets or exceeds these goals
- Handle escalated customer issues, analyze contact center metrics, and ensure compliance
- Identify areas for improvement, implementing innovative technologies or processes
- Design and optimization of contact center suite of technology tools and processes
- Develop training programs, create support documentation, and implement customer feedback mechanisms to drive continuous improvement
- Create a positive and productive work environment that motivates employees to perform at their best while maintaining a high standard of service
- Passionate about customer service
- Track record of leading support teams
- Strong leadership and team management
- Proficiency in contact center software and tools
- Technical background is helpful but not required
- Excellent communication and interpersonal skills
- Ability to analyze data to make informed decisions
- Strong problem-solving and conflict resolution skills
- Strong expertise in empathy and emotional intelligence
- Knowledge of customer service principles and practices
- Innovative, persuasive, creative, results oriented, optimistic
- Organized, accountable, attention to detail, ability to prioritize
- Managing multiple support channels: phone, email, chat, SMS
- Patient and active listener who can empathize, counsel, and mediate
- Ability to pass federal and state criminal background checks (FBI/BCI)
- Send your resume to [email protected] for more information