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
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