Customer Service Support Manager

Flex Storage offers a quick, simple, and modern storage experience in highly secure storage trailers with cutting-edge tech. Flex takes this concept to the next level by replacing trucks and warehouses with sleek trailers that are designed for two things: Optimal storage conditions, and swift & simple transport. Be part of a dynamic tech startup that is experiencing ongoing growth!

Flex Moving & Storage is seeking a dynamic and enthusiastic Customer Support Manager to lead our Customer Support Operations.

What you'll do:

As the Customer Support Manager, you will play a pivotal role in ensuring that our customers receive exceptional service and support throughout their experience. You will be responsible for developing strategies to improve service delivery and implementing initiatives to enhance customer satisfaction and retention. You will be managing, overseeing and enhancing our customer service operations to ensure exceptional customer experiences.

Key Responsibilities:

• Develop and implement strategies to enhance the overall customer service experience.
• Lead and supervise a team of customer service representatives, providing guidance, training, and performance feedback.
• Set clear customer service objectives and create performance metrics to measure success.
• Monitor and analyze customer service performance metrics to identify areas for improvement.
• Develop training programs for customer service staff to ensure consistent and high-quality service delivery.
• Handle escalated customer complaints and ensure resolutions are achieved promptly and effectively.
• Collaborate with other departments to improve overall customer satisfaction and operational efficiency.
• Stay updated on industry trends and best practices in customer service to implement innovative solutions.
• Establish clear performance objectives for the customer service team and monitor performance metrics to track progress towards goals.
• Analyze customer service data and feedback to identify trends, issues, and opportunities for improvement.
• Implement effective processes for handling customer inquiries, concerns, and escalations, ensuring timely and satisfactory resolution.
• Collaborate with cross-functional teams, including operations, sales, and marketing, to align customer service efforts with business objectives.
• Develop and maintain customer service policies, procedures, and standards to ensure consistency and efficiency in service delivery.
• Serve as a point of escalation for complex or sensitive customer issues, demonstrating strong problem-solving skills and a customer-centric approach.
• Stay updated on industry trends and best practices in customer service to implement innovative solutions.

Qualifications:

• 4 years of Customer Service Manager or similar role.
• Experience in moving and storage, logistics, or related industry. (preferred)
• Excellent leadership and management skills with building and motivating teams.
• Experience with CRM systems and customer service software tools is a plus.

Skills:

• Strong understanding of customer service principles, practices, and strategies.
• Ability to interact effectively with customers and internal stakeholders.
• Analytical mindset with the ability to interpret data and generate insights
• Exceptional communication and interpersonal skills.
• Ability to work independently and as part of a team.
• High level of persistence, resilience, and determination.
• Willingness to adapt and learn in a fast-paced environment

What we offer:

• Salary Range: $80k - $90k
• Flex Hybrid Model
• Competitive Compensation Package
• Strong Commission Pay
• Bonus Opportunity
• Flexible Schedule
• Room for Growth/Internal Promotions
• **As our company grows, additional benefits will become accessible.

Flex Storage is proud to be an equal opportunity employer, promoting a workplace culture that values diversity and welcomes applicants from all backgrounds.

Join Flex Storage and be part of a team that values diversity, equality, and excellence in everything we do!