What are the responsibilities and job description for the Customer Service Support Manager position at Staff Agency.com LLC (formerly Delta Hire, LLC)?
Position Overview:
We’re seeking a proactive and people-focused Customer Support Manager to lead our contact center operations. In this role, you’ll manage a team of support representatives, drive performance improvements, and ensure every customer interaction reflects our commitment to excellence. If you thrive on team leadership, process optimization, and delivering top-tier customer experiences, we want to hear from you.
What You’ll Do:
Team Leadership:
- Manage, mentor, and motivate a team of customer support reps.
- Conduct performance evaluations and coach team members for ongoing growth.
- Develop and implement training programs to upskill and support team development.
- Play a key role in hiring and scaling the customer support team.
Operational Oversight:
- Track call center KPIs and develop strategies to meet or exceed performance targets.
- Maintain alignment with company procedures, policies, and industry regulations.
Customer Experience & Escalation Handling:
- Ensure timely, empathetic, and effective support is delivered to every customer.
- Resolve complex or escalated issues, always protecting the customer relationship.
- Use customer insights to guide improvements in service and process.
What You Bring:
- 5 years in customer support/call center environments, including 2 years in a management role.
- Proven success in building and leading high-performing teams.
- Strong communication, coaching, and interpersonal skills.
- Analytical mindset with the ability to interpret data and act on insights.
- Experience with CRM tools and call center technology.
- Adaptable and comfortable in a fast-moving, dynamic setting.
