Supervisor, Customer Support

This role will provide the overall direction, onboarding and development for our Support Specialists by ensuring each associate has the tools, knowledge, and backup necessary to provide timely and accurate support to our clients. This position will also provide a direct line for Clubessential customers for escalated issues or requests requiring expertise beyond the typical support issues.

Responsibilities & Duties

• Ensure all aspects of projects or case work are well defined, communicated and scheduled effectively, promoting operational efficiency and accurate delivery
• Manage relationships with various associates in the company; improving communications between appropriate teams and the client; keeping project/cases on task and client informed
• Serve as a point of escalation for the entire team and collaborate with various departments in the organization for complex problem solving. This person must have the ability to de-escalate with customers without Senior Leadership involvement
• Inspect workflow to ensure deadlines and deliverables are met timely, accurately and to customer satisfaction
• Ability to comprehend and teach deep product knowledge to others on the team and customers serving as a subject matter expert for respective teams
• Assist with defining departmental best practices and creating documentation for change
• Ability to be available as needed after normal business hours in the event of a large-scale escalation or service disruption
• Manage and execute new hire onboarding for new hires and continued education
• Develop individual career path/development plans for all specialists
• Ensure all support processes and KPIs are being accurately followed
• Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
• Conduct regular coaching's with each team member to create and execute on goals driven by continued performance success
• Manage team schedules and serve as backup for any shift that needs to be covered
• Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals
• Function as a consultant and business partner to other groups
• Train and mentor team members and identify development needs across the team, working with the Director to coordinate additional training as needed
• Manage escalated issues and provide direction
• Availability to assist agents with issues on chats, emails, and phones
• Other duties assigned by the leadership team

Qualifications & Experience

• Strong client relationship building skills
• Experience in leadership paired with a strong understanding of process, customer expectations, and a deep product knowledge
• Proficiency with the CMA Application, SQL, Axis web product and Microsoft Office Suite (Word/Excel)
• Strong interpersonal skills and the ability to articulate ideas clearly, demonstrating patience with users during the training process
• Detail driven and excellent time and relationship management skills
• Excels in Team Development
• Out of the box thinking for issue resolution
• Strong desire to educate the client on best practices and how to maximize product capability
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions.

Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law. 

Clubessential Holdings maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.