What are the responsibilities and job description for the Customer Support Strategy Manager position at Comfort Research, LLC.?
Description
The Customer Support Strategy Manager will lead the development of ZenDesk AI technology to enhance automation and improve efficiency within our Consumer Care Department. This role will oversee the implementation of performance metrics, develop reporting capabilities, and collaborate cross-functionally to optimize technology, policies, and consumer care processes. The Customer Support Strategy Manager will lead a team while being actively involved in handling incoming consumer care volume as needed.
HERE'S WHAT YOU'LL DO
- Demonstrate the Core Values of Comfort Research in daily actions, execution of tasks, and interactions with others.
- Lead the continued development and enhancement of ZenDesk AI technology to automate customer support processes.
- Drive the integration of AI features to improve response times, customer satisfaction, and support team efficiency.
- Collaborate with IT to optimize AI tools and ensure they align with business goals and consumer care strategies.
- Build reporting capabilities and tools to enable insights and performance measurement.
- Establish and monitor key performance indicators (KPIs) for the Consumer Care Department to track success and areas for improvement.
- Develop and maintain reporting systems to provide insights into support performance, trends, and customer feedback.
- Generate actionable reports for leadership and cross-functional teams, particularly in product development and quality functions.
- Lead a small team of support agents, providing guidance and ensuring high team performance.
- Foster a positive and supportive team environment, encouraging continuous learning and professional development.
- Serve as a hands-on leader, stepping in to manage the incoming consumer care volume during peak times or as needed.
- Optimize consumer care workflows, policies, and best practices to align with business needs and customer expectations.
- Oversee day-to-day consumer care operations, ensuring efficient ticket management and resolution.
- Handle complex or escalated support cases, ensuring timely and effective resolution.
- Implement and maintain customer care best practices to improve overall support quality.
- HAVE FUN!
- Other duties as assigned by leadership.
This position is a hybrid role, requiring 3 days per week on-site at our office located at 1719 Elizabeth Ave NW, Grand Rapids, MI 49504. The remaining workdays can be completed remotely, providing a flexible balance between in-office collaboration and remote work convenience. Candidates should be within commuting distance of our Grand Rapids location.
OUR AWESOME BENEFITS
Here at Comfort Research, we believe that the health and well-being of our Ambassadors and their families is critical to their success in the workplace. Comfort Research offers a generous benefits program that includes:
- Generous Paid Time Off (PTO) plan that begins accruing upon hire for eligible Ambassadors
- Culture Awards program with opportunities to win cash prizes or extra PTO in addition to company-wide recognition
- Several paid holidays throughout the year
- Employee Assistance Program
- Growing family bonus & extra PTO for new parents
- Referral Bonus program
- 401(k) program with generous company match
- A variety of health insurance plans to choose from with company contributions to premiums
- Dental, vision, and other ancillary insurance coverages available
- Company-paid Short-Term Disability coverage
- Company-paid Life Insurance policy
- Free product allowances & product discounts
WHO WE ARE
Comfort Research is leading the furniture industry in innovative and affordable design and manufacturing. We’ve listened to the growing demand for quality, modern, leading-edge furniture and have responded with a bang! Today, you can find our products at all your favorite retailers, like Walmart, Meijer, Bed, Bath & Beyond, and Amazon (to name a few). But that’s just the beginning. We’re on our way to realizing our dream of becoming the "Best Known Brand in Furniture” and we’re pretty excited about it.
As we’ve grown, we’ve continued to be recognized as a Great Place to Work—and we’ve remained committed to building a positive culture and creating dynamic, fun atmosphere. We believe in hard work and we live by our core values of: Finding A Better Way, Doing the Right Thing, and Expecting the Best from Each Other and Ourselves. At Comfort Research, the pace is fast, the work is anything but boring, and the result is always more Comfort for All.
Requirements
- 2 - 4 years of experience in Customer Support, Sales Operations, or Related Field
- Bachelor’s Degree or Equivalent preferred
- 5 years of experience in customer support, with at least 2 years in a leadership role.
- Expertise in ZenDesk or similar customer support platforms, particularly with AI integrations.
- Strong analytical skills with experience developing performance metrics, reports, and providing insights.
- Proven experience leading teams and driving operational improvements.
- Exceptional communication and interpersonal skills.
- Ability to balance hands-on customer support with strategic leadership responsibilities.
- Problem-solving mindset and adaptability in fast-paced environments
- Proficient in Microsoft suite including Excel. · Proficiency with Power BI a plus.
- Experience with mass retail and e-commerce preferred.
- Ability to prioritize and work independently or in a team environment.
- Demonstrated ability to work cross-functionally to solve complex problems
Comfort Research is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, disability, marital status, familial status, sexual orientation, or any other characteristic protected by applicable laws. We are committed to building a diverse and inclusive workplace and encourage applications from all qualified individuals.
