Position Overview:

We are seeking a dynamic and experienced Customer Support Manager to lead our customer support team and enhance our customer service operations. This role requires a strategic thinker with a strong leadership background, capable of driving team performance, improving customer satisfaction, and fostering a positive work environment. The ideal candidate will possess exceptional communication skills, a deep understanding of customer service best practices, and a proven track record in managing and developing high-performing teams.

This role reports directly to the SVP of Client Success.

Key Responsibilities:

Leadership and Team Management:

• Lead, mentor, and inspire a team of 2 team leads and 13 customer support representatives located in Florida and the Philippines to deliver exceptional service.
• Conduct regular performance reviews, set clear goals, and provide ongoing feedback and coaching.
• Foster a collaborative and supportive team environment that encourages professional growth and development.
• Review , support tickets, call recordings and monitor chat interactions, providing constructive feedback to the team to enhance their performance and customer interaction skills.
• Develop and implement training programs to ensure the team is equipped with the necessary skills and knowledge.
• Demonstrate a deep care for team growth and individual development, ensuring a supportive and motivating work environment.
• Maintain appropriate staffing levels

Strategic Planning and Execution:

• Develop and execute customer support strategies that align with the company’s goals and objectives.
• Analyze key performance indicators (KPIs) and customer feedback to identify areas for improvement.
• Implement process improvements to enhance efficiency and effectiveness in handling customer inquiries and issues.
• Collaborate with other departments, including the Retention, Local Number Portability(LNP), Onboarding and Billing teams, to ensure a seamless customer experience across all touchpoints.
• Proactively come up with ideas to improve the support team, including bringing new tools into the existing ecosystem or optimizing the use of existing tools to tackle jobs more effectively.

Customer Satisfaction and Retention:

• Champion a customer-first culture, ensuring that the team consistently delivers a high level of service.
• Address escalated customer issues and complaints, ensuring timely and satisfactory resolution.
• Demonstrate exceptional skills in cooling down angry clients and turning negative experiences into positive outcomes.
• Monitor customer satisfaction metrics and implement initiatives to improve overall customer experience.
• Develop and maintain strong relationships with key customers, acting as a primary point of contact for major accounts.
• Possess a high level of Situational Awareness having your eye on Clients interactions with your support teams.

Operational Excellence:

• Oversee day-to-day operations of the customer support department, ensuring adherence to company policies and procedures.
• Manage the support team’s scheduling, workload distribution, and resource allocation to meet service level agreements (SLAs).
• Review and adjust schedules as necessary to ensure optimal coverage and efficiency.
• Utilize customer support software and tools such as Zendesk, JIRA, and Confluence to track, analyze, and report on team performance and customer interactions.
• Stay up-to-date with industry trends and emerging technologies to continuously improve support operations.

Collaboration and Communication:

• Work closely with the product development, marketing, and sales teams to provide customer insights and feedback.
• Communicate effectively with senior management, providing regular updates on customer support metrics and initiatives.
• Represent the customer support team in cross-functional meetings and projects, advocating for customer needs and priorities.

Qualifications:

Bachelor’s degree in Business Administration, Management, or a related field.

• 5 years of experience in customer support or customer service roles preferably in a UCaaS or VoIP.
• At least 3 years in a leadership position.
• Zendesk administration and reporting proficiency a must
• Proven ability to manage and develop high-performing teams in a fast-paced environment.
• Strong analytical skills, with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
• Proficiency in customer support software and tools, such as Zendesk, JIRA, and Confluence.
• Strong problem-solving skills and the ability to handle challenging customer situations with professionalism.
• A proactive and results-oriented approach, with a commitment to continuous improvement.
• Experience in Confluence and Jira a strong plus

This role is based in St. Petersburg FL. At this time you will be required to come into the office Mondays and Thursdays. You will have the opportunity to work remote Tuesday, Wednesday and Friday (unless requested otherwise).