Manager, Customer Support

TripActions   •  

Dallas, TX

Industry: Transportation

  •  

5 - 7 years

Posted 40 days ago

ABOUT THE ROLE

TripActions’ DFW Support Center is seeking a Manager of Customer Support to join our growing team. This role provides leadership and operational oversight of support teams responding to customers 24x7.

RESPONSIBILITIES

  • Provide leadership to Support Agents, Support Specialists, and Team Leaders.
  • Conduct regular (3x a month) 1:1 meetings and formal reviews with team members to monitor progress, set expectations, and coach and develop employee skills including the creation and tracking of career maps.
  • Provide performance feedback continually to encourage desired behaviors in line with corporate goals.
  • Manage escalations that occur and own customer issues through to completion
  • Develop processes to ensure recovery from the most common service issues.
  • Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base.
  • Monitor Call Queues (ACD) and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.
  • When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed
  • Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)
  • Knowledge of, and familiarity with, cloud-based help desk applications (e.g. Five9, Freshdesk, Aspect, PureCloud, etc)
  • Screen for and interview new hires as we scale our support organization
  • Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support.

QUALIFICATIONS

  • 1-3 years contact center / support experience at the manager level
  • 5+ years progressive leadership experience in a contact center / support environment (Agent -> Lead -> Supervisor, for example)
  • Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer support and promote high customer engagement through all interactions
  • Ability to build relationships and motivate people and teams
  • Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.
  • Excellent organizational skills & interpersonal skills.
  • Excellent written and verbal communication skills, presentation and facilitation skills.
  • Ability to work independently and effectively as part of a team.
  • Business analytics, should be able to provide a data driven approach for operational challenges and strategies.
  • Flexibility to work non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization
  • College degree preferred

EMPLOYEE BENEFITS

  • Health: Medical, dental and vision
  • Stock: Be invested in our future
  • Savings: Take advantage of our 401K matching
  • Travel: $2000 personal travel stipend to use on the app every year
  • Commuter benefits: Pre-tax benefit plus a $1000 yearly transportation stipend
  • People: Friendly, nice and smart coworkers
  • Work/life balance: Take time off when you need it with an open vacation policy. Monthly recharge days ensure you’re at your best.
  • Location: Dallas, Texas