The Customer Support Manager is responsible for establishing and maintaining a best-in-class customer experience for users of the MyCarrier solution. This is accomplished by ensuring a high-level of customer satisfaction while maintaining efficient operating processes for the support function. The Customer Support Manager will maintain a deep understanding of the technical intricacies of the MyCarrier solution. The Customer Support Manager will manage a team of customer support representatives and will train this team to provide the highest standards of customer service.

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manages day-to-day operations in the Customer Support department

• Manages, train, and mentor Customer Support team members, ensuring efficiency, professionalism and establishing a customer-obsessed culture to meet business needs

• Manages employee timecards and process time off requests 

• Develops and implements effective customer support procedures, policies, and standards

• Maintains accurate files and records for the customer support function in an organized manner

• Manages the onboarding of new Customer Support employees and develops their expertise to meet department and company needs

• Works with Leadership to establish Customer Support KPI’s and work with the Customer Support team to meet them on a consistent basis

• Tracks and report KPI’s regularly to Leadership

• Track and report escalated and resolved technical issues weekly to Customer Support and Customer Success

• Track and report website latency daily to executives

• Stay informed on the latest industry techniques and methods, refining best practices as needed

• Mediate customer escalations from customer support by clarifying and documenting the customer's issue(s), selecting and explaining the best solution, and following up to ensure resolution and customer satisfaction

• Document system bugs and other potential issues and communicate issues to the product and engineering teams within AzureDevOps

• Escalates issues to the appropriate team for coordination and timely resolution

• Correlates with the product and engineering team regarding new API carrier requests and rollouts

• Manages and triages new carrier requests to API service provider

• Manages carriers in MyCarrier system

1. Manage Carrier Pro Blocks

1. Manage Carrier Instructions

1. Manage/Update carrier setups in Manage Carriers

• Incident Communicator

1. Create and send external communications

1. Create and send internal communications

1. Create call and work with development team during outage

1. Post customer-facing messaging during outages

1. Send comms early and often throughout the duration of the incident

• Manages any severe partner carrier-specific issues, and communicate with carrier technical contacts

• Ensure efficiency of Customer Support activities by creating and managing Macros in Intercom

• Manages the “Articles” function of Intercom, working with various groups to ensure that proper documentation of knowledge-based articles is created, maintained and efficiently utilized by customer support team members

• Manages the automation function of Intercom, to provide customers with a self-service experience while maintaining a high-level of customer satisfaction.

• Manage the level 2 ticketing system, Zendesk.

• Work with API service provider to establish priority on escalated tickets.

• Identify areas of opportunity for the department 

• Support activities to meet established KPI requirements during high volume periods

• Other duties as assigned

Knowledge, Skills, and Abilities:

• Strong leadership skills 

• Strong time management skills with a proven ability to meet deadlines

• Strong attention to detail with a focus on quality

• Strong problem solving and analysis skills

• Ability to multi-task and function well in a high-paced and at times stressful environment

• Self-motivated and results driven mindset

• Must be an excellent listener

• Excellent verbal and written communication skills

• Excellent mediation and conflict resolution skills

• Excellent knowledge of customer service best practices

• Highly proficient with computers and common software applications (MS office, Adobe)

Education and Experience:

• 2 years of experience in a management or supervisory role

• 2 year customer support, technical support, or related experience 

• 2 years Call Center experience preferred

• Experience with a ticketing system, such as Zendesk

• Transportation or logistics experience is a plus