Job description
We are looking for a highly organized and detail-oriented Customer Support Manager to lead our support team and ensure support runs efficiently and effectively to meet and exceed customer expectations.
The Customer Support Manager’s responsibilities will include team oversight and ensuring that tickets are resolved promptly. The manager will work closely with our project manager and client onboarding team to ensure that the customers have a successful transition from implementation to support. You will perform various tasks including team oversight, MSP partner contact and scheduling, managing team schedules, daily ticket monitoring and escalation as needed, escalation to Director of Operations when necessary, and customer contact on audits and reporting. To succeed in this role, you should have excellent time management and communication skills as you will collaborate with the support team, customers, and partners. The Customer Support Manager’s primary duties are to ensure all support requests are completed on time, meet high quality standards, and ensure customer satisfaction.
This is a remote work position, so the candidate must have the ability to work from home. The preference is for the candidate to be within driving distance of Charlotte, NC.
Responsibilities
- Support team management
- Daily ticket review and escalation management
- Communicate with support team to set expectations and ensure timely ticket resolution
- Maintaining team on call and vacation schedules
- MSP partner contact and escalation scheduling as needed
- Submit recording requests for existing customers
- Schedule training requests for existing customers with Tier 2 Support
- Ensure that any necessary Tier 3 escalation occurs
- Assign tickets to team members as needed
- Ensure that customer support expectations are met
- Provide backup for project manager responsibilities
- Review ticket statistics and reporting to ensure timely resolution of support requests
- Ensure customer is 100% satisfied
Requirements
- Proven work experience as a Customer Support manager or similar role
- Experience in a team supervisory position
- Ability to prepare, explain, and maintain action plans, team calendars, and schedules
- Strong time-management, organizational, and teamwork skills
- Hands-on experience with ticketing systems
- Must be able to consistently hit the 50-point ring in Skee-Ball
- Bachelor’s degree preferred or equivalent work experience
About Loop Communications
Loop Communications provides hosted business phones systems (Voice over IP) to small and mid-sized companies. We are a small and growing company which gives our employees opportunities for growth and exposure to many aspects of the business and technology. To learn more about us, visit our website or follow us on Twitter or Facebook.
http://www.loopcommunications.com
https://www.facebook.com/loopcommunications
https://twitter.com/LoopPhone
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Are you within driving distance of Charlotte, NC?
Education:
- Bachelor's (Preferred)
Experience:
- team management or supervisory: 2 years (Preferred)
Work Location: Remote
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