Customer Support Experience Manager

JOB DESCRIPTION

I'm a recruiter (headhunter). This service is free to you (the candidate). One of the companies that I recruit for is looking to hire a:Customer Support Experience ManagerHybrid remote in Parma, Ohio4 days remote, 1 day on-siteSalary, benefits, PTOCompany• Hybrid remote: 4 days remote, 1 day on-site each week• Technology viewed as a competitive advantage• Every person has high visibility and big impact• Company focused on innovation and growth• Laid-back culture with open door policy• Established reputation, major growth• Job security and sustainable work• Employee recognition & awards• Meaningful work and impact• Extensive training program• Leader in their industry• Collaborative teamRole• Lead and optimize contact center customer service operations• Ensure that our customer support team:• delivers exceptional service• resolves customer issues efficiently• ensures a positive customer journey• continuously improves the overall customer experience• Implement best practices, analyze customer feedback, and develop strategies to enhance satisfaction and loyalty• Oversee a team of support representatives, providing guidance, training, and performance evaluations• Set key performance indicators (KPIs) and ensure that the team meets or exceeds these goals• Handle escalated customer issues, analyze contact center metrics, and ensure compliance• Identify areas for improvement, implementing innovative technologies or processes• Design and optimization of contact center suite of technology tools and processes• Develop training programs, create support documentation, and implement customer feedback mechanisms to drive continuous improvement• Create a positive and productive work environment that motivates employees to perform at their best while maintaining a high standard of serviceRequired• Passionate about customer service• Track record of leading support teams• Strong leadership and team management• Proficiency in contact center software and tools• Technical background is helpful but not required• Excellent communication and interpersonal skills• Ability to analyze data to make informed decisions• Strong problem-solving and conflict resolution skills• Strong expertise in empathy and emotional intelligence• Knowledge of customer service principles and practices• Innovative, persuasive, creative, results oriented, optimistic• Organized, accountable, attention to detail, ability to prioritize• Managing multiple support channels: phone, email, chat, SMS• Patient and active listener who can empathize, counsel, and mediate• Ability to pass federal and state criminal background checks (FBI/BCI)Sean Zetts440-447-0001Riverside RecruitingSr. Recruiter & Presidentwww.RiversideRecruiting.comwww.LinkedIn.com/in/SeanZettsSean.Zetts@RiversideRecruiting.com