5 Customer Support Operations Manager Jobs in Ogden, UT
Rocket Lawyer is Hiring a Customer Support Operations Manager Near Ogden, UT
We are in a unique position to enhance and expand the Rocket Lawyer platform to a scale never seen before in the company's history, to capture audiences worldwide. We are expanding our team to take on this challenge!
About The RoleAs a Customer Support Operations Manager, you'll play a pivotal role in fostering growth and development within the support operations team by providing continuous coaching, feedback, and empowerment. Leading by example, you'll manage a supervisor team with a hands-on approach, ensuring individual and team performance improvement while maintaining a perfect command of tools, processes, and policies. Your responsibilities also include maintaining a deep understanding of Rocket Lawyer products and services, analyzing productivity reports, evolving QA programs, and effectively communicating with cross-functional teams to optimize operational effectiveness and achieve KPI targets.
Responsibilities
- Support growth and development through constant coaching, quantitative and qualitative feedback, encouragement, and empowerment
- Manage supervisor team, leading by example with a detailed, hands-on approach to drive individual and team performance improvement and accountability
- Demonstrate supreme command of all tools, processes, and policies
- Maintain perfect working knowledge of Rocket Lawyer products, pricing, and services
- Provide and review weekly and monthly quantitative productivity reports of the Support Operations team consistently identifying and implementing improvement plans to ensure achievement of KPI targets for calls, emails, chat, and other support activities
- Ongoing daily, detailed review of agent and team quality audits on all support channels and ensure each team and team member consistently exceeds quality KPI targets
- Continuously evolve QA program and training curriculum, ensuring best in class content and delivery to all team members enabling the delivery of exceptional customer service
- Maintain staffing and scheduling model
- Constantly analyze the current state of operational effectiveness, synthesize team and customer feedback, and consistently provide input on the optimization of tools, policies, and processes
- Run regular team meetings and 1-1 meetings communicating all necessary information to team members ensuring all team members unambiguously understand their performance, contributions to the business, and all corporate initiatives
- Ensure compliance with applicable internal processes
- Effectively work cross-functionally with all partner organizations and serve as an operational subject matter expert in all cross-functional endeavors
- Conduct regular, thorough, and detailed performance reviews for each team member carefully communicating strengths and opportunities for improvement
- Provide thoughtful and meaningful input on the definition of departmental and organizational goals
- Participate in or lead other projects as needed and defined by team leadership
- Lead regular recognition and morale building events that incorporate feedback from teams
- 5-10 years of leadership experience in a multi-channel contact center environment (4 years for internal Rocket Lawyer employees)
- Familiarity with Salesforce lightning and reporting tools
- Excellent verbal and written communication skills
- Strong experience with Excel or Google Sheets spreadsheet creation and data analysis
- Demonstrated ability to multitask in a dynamic environment, remaining calm under pressure
- Demonstrated ability to think strategically, lead and motivate teams, and contribute to the constant evolution of the organization
- Excellent direct customer-facing communication skills and ability to drive mutually beneficial outcomes
- Tireless focus on providing unsurpassed customer experience
- Efficiency and organizational skills
- Positive attitude and success creating a fun, engaged environment
- Demonstrated track record of understanding and acting with an appropriate sense of urgency
- Extreme attention to detail
- Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees)
- Unlimited PTO
- Competitive salary packages
- Life insurance
- Disability benefits
- Supplemental Optional Life Insurance Benefits
- FSA Options Optional
- HSA with Company Match
- 401k program with Company Match
- Fertility Assistance and Planning options
- Gympass & Classpass fitness platforms
- Comprehensive Pet Insurance options
- Financial Wellbeing & Student Loan Program access
- Access to additional Mental Health & Wellbeing resources
- Pre-tax Commuter/Transit Benefits
- Employee referral program
- Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates
$80,000—$95,000 USD
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Job Summary
Full Time
Telecommunications
$94k-122k (estimate)
05/15/2024
07/21/2024
rocketlawyer.com
SAN FRANCISCO, CA
200 - 500
2008
Private
WARREN HEFFELFINGER
$10M - $50M
Telecommunications
Related Companies
About Rocket Lawyer
Rocket Lawyer is a California-based online legal services platform that provides corporate entity creation, documentation, and related services for businesses.
The job skills required for Customer Support Operations Manager include Leadership, Customer Service, Planning, Written Communication, Communication Skills, Data Analysis, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Support Operations Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Support Operations Manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Support Operations Manager positions, which can be used as a reference in future career path planning. As a Customer Support Operations Manager, it can be promoted into senior positions as a Technical Customer Support Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Operations Manager. You can explore the career advancement for a Customer Support Operations Manager below and select your interested title to get hiring information.
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