Customer Support Manager

Who are we?

iClassPro is the world’s leading class management software solution for children’s activity centers. Our goal is to solve the dilemma most every business owner in the industry experiences — how to spend less time running a gym, swim, dance or cheer business and get back to coaching, teaching and supporting their mission. Today, we’re proud to serve thousands of these businesses around the world with quality-driven software that helps them operate more efficiently, earn more revenue and drive future success. Also, we have made the prestigious Inc. 5000 list of fastest-growing private companies in 2023 and 2024.

We distinguish ourselves through our Core Values. More than just words, they are the essential parts of our character that constantly take iClassPro to the next level. Do you have the qualities that it takes to work at iClassPro?

• Commitment to Excellence
• Commitment to Customer Service
• Solutions Focused
• A Spirit of Teamwork and Collaboration
• Taking Ownership

Purpose:

Oversee the daily operation of the customer support department. Responsible for maintaining customer satisfaction through the provision of problem-solving resources, providing leadership to staff, ensuring superb customer service.

Essential Duties:

• Responsible for creating and maintaining policies and procedure for support staff. Ensures staff training and adherence to established policies.
• Recruit and hire support staff. Review applications, conduct interviews, provide training and mentorship to new employees.
• Analyze support team performance and adherence to established best practices. Conduct metric reviews and provide consultation and solutions to low performers.
• Identify customer service trends, determine system improvements, and implement changes that improve existing strategies and bring about improvement in customer support initiatives.
• Creates a positive team environment that displays high levels of team-spirit and motivation.
• Participates in communications with customers, investigating and resolving customer problems or complaints to ensure customer satisfaction.
• Establishes good working relationships with customers and provides advice on how to best utilize our software to meet their needs.
• Demonstrates advanced knowledge of software functionality. Keeps support department updated on the latest features.
• Determines department requirements in terms of customer service provisions through conducting surveys, benchmarking best practices, and analyzing applications and information.
• Performs other related duties as assigned.

Manager Responsibilities:

• Development of department to include emphasis on quality, continuous improvement, and high performance.
• Provide oversight and direction to employees in your department.
• Personal ongoing self-development and personal growth as an employee.
• Work with Human Resources to attain appropriate staffing levels by participating in the recruiting, interviewing, and selecting of employees.
• Coach, mentor and develop staff, including overseeing new employee onboarding.
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
• Lead employees to meet the company’s expectations for productivity, quality, and goal accomplishment.
• Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
• Maintain employee work schedules including assignments, training, vacations, and cover for absenteeism.
• Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, slack, and regular interpersonal communication. Create high employee engagement.
• Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.
• Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.
• Communicate regularly with other managers and other designated contacts within the company.
• Promote a positive company culture by intentionally modeling the right values and attitudes.

Requirements and Skills:

• Ability to lead a team to produce top customer service results.
• Excellent communication and collaborative skills.
• Highly proficient in technology.
• Highly energetic and able to build rapport with the team.
• Organized with an attention to detail.
• Ability to resolve customer escalations while maintaining a professional and calm demeanor.
• Ability to use raw data and information to analyze customer support trends and develop strategic solutions and insights that will lead to more efficient customer service and customer satisfaction.
• Excellent problem-solving skills.

Required Education and Experience:

• Bachelor’s degree in related field or equivalent work experience.
• Customer service experience of at least 5 years.
• Supervisory experience of at least 2 years.
• SAAS and/or call center experienced preferred.
• Exemplify iClassPro core values.