SurveyMonkey is the world’s most popular platform for surveys and forms, built for business. The Customer Support Manager is responsible for leading, mentoring, and developing a team of customer support professionals while overseeing daily operations, enhancing customer experience, and driving strategic initiatives.
Responsibilities
- Oversee a team of customer support professionals, providing guidance, mentorship, and performance management to ensure high-quality service delivery
- Manage daily operations, ensuring efficiency, effectiveness, and adherence to company policies and standards
- Continuously seek ways to improve the customer experience, leveraging insights from customer feedback and team performance data
- Oversee and coordinate internal team projects to ensure effective implementation and alignment with departmental goals, while managing project communications and resources
- Work closely with other departments to align support initiatives with company-wide strategies and objectives, ensuring seamless execution and impact
- Identify opportunities for process optimization and quality enhancements within the support function, and lead these initiatives from concept to fruition
- Engage in activities and projects that contribute to professional growth, focusing on the practical application of strategic planning and execution skills
Skills
- 1+ years of experience leading a team, including mentoring and training
- Experience in fostering a collaborative team environment and motivating team members to achieve high performance
- Advanced knowledge of operational metrics and KPIs to gauge and improve team performance
- Ability to design and optimize support workflows and processes for maximum efficiency and effectiveness
- Strong capabilities in managing stakeholder relationships across various levels of an organization
- Proven record of successfully collaborating with other departments to enhance customer support strategies
- Experience leading change initiatives within customer support, ensuring smooth transitions and adoption of new technologies or processes
- Skills in managing resistance and effectively communicating change benefits to teams and stakeholders
- Experience in identifying low to moderately complex problems and developing innovative solutions that enhance customer support delivery
- Ability to manage small projects or components of larger projects, focusing on execution and team coordination
- Skills in organizing team resources effectively to meet project goals and deadlines
Benefits
- Medical, dental, vision, life, and disability insurance
- 401(k) retirement plan
- Flexible spending & health savings account
- Paid holidays
- Paid time off
- Employee assistance program
- Other company benefits
Company Overview
Company H1B Sponsorship
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