Customer Support Experience Manager
Job title: Customer Support Experience Manager in Cleveland, OH at Riverside Recruiting
Company: Riverside Recruiting
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 Manager
Hybrid remote in Cleveland, Ohio
4 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 team
Role
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 service
Required
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)
Next step
Send your resume to [email protected] for more information
Sean Zetts
440-447-0001
Riverside Recruiting
Sr. Recruiter & President
www.RiversideRecruiting.com
www.LinkedIn.com/in/SeanZetts
[email protected]
Expected salary:
Location: Cleveland, OH
Apply for the job now!
Apply Now
Company: Riverside Recruiting
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 Manager
Hybrid remote in Cleveland, Ohio
4 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 team
Role
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 service
Required
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)
Next step
Send your resume to [email protected] for more information
Sean Zetts
440-447-0001
Riverside Recruiting
Sr. Recruiter & President
www.RiversideRecruiting.com
www.LinkedIn.com/in/SeanZetts
[email protected]
Expected salary:
Location: Cleveland, OH
Apply for the job now!
Apply Now