Customer Support Manager

6 days ago

Scottsdale, Arizona, United States MyCarrier Full time

The Customer Support Manager is responsible for establishing and maintaining a best-in-class customer experience for users of the MyCarrier solution. This is accomplished by ensuring a high-level of customer satisfaction while maintaining efficient operating processes for the support function. The Customer Support Manager will maintain a deep understanding of the technical intricacies of the MyCarrier solution. The Customer Support Manager will manage a team of customer support representatives and will train this team to provide the highest standards of customer service.

Essential Functions:

  • Manages day-to-day operations in the Customer Support department
  • Manages, train, and mentor Customer Support team members, ensuring efficiency, professionalism and establishing a customer-obsessed culture to meet business needs
  • Manages employee timecards and process time off requests
  • Develops and implements effective customer support procedures, policies, and standards
  • Maintains accurate files and records for the customer support function in an organized manner
  • Manages the onboarding of new Customer Support employees and develops their expertise to meet department and company needs
  • Works with Leadership to establish Customer Support KPI's and work with the Customer Support team to meet them on a consistent basis
  • Tracks and report KPI's regularly to Leadership
  • Track and report escalated and resolved technical issues weekly to Customer Support and Customer Success
  • Track and report website latency daily to executives
  • Stay informed on the latest industry techniques and methods, refining best practices as needed
  • Mediate customer escalations from customer support by clarifying and documenting the customer's issue(s), selecting and explaining the best solution, and following up to ensure resolution and customer satisfaction
  • Document system bugs and other potential issues and communicate issues to the product and engineering teams within AzureDevOps
  • Escalates issues to the appropriate team for coordination and timely resolution
  • Correlates with the product and engineering team regarding new API carrier requests and rollouts
  • Manages and triages new carrier requests to API service provider
  • Manages carriers in MyCarrier system, Carrier Pro Blocks, Carrier Instructions
  • Manage/Update carrier setups in Manage Carriers
  • Incident Communicator: Create and send external communications, Create and send internal communications, Create call and work with development team during outage
  • Post customer-facing messaging during outages
  • Send comms early and often throughout the duration of the incident
  • Manages any severe partner carrier-specific issues, and communicate with carrier technical contacts
  • Ensure efficiency of Customer Support activities by creating and managing Macros in Intercom
  • Manages the "Articles" function of Intercom, working with various groups to ensure that proper documentation of knowledge-based articles is created, maintained and efficiently utilized by customer support team members
  • Manages the automation function of Intercom, to provide customers with a self-service experience while maintaining a high-level of customer satisfaction.
  • Manage the level 2 ticketing system, Zendesk.
  • Work with API service provider to establish priority on escalated tickets.
  • Identify areas of opportunity for the department
  • Support activities to meet established KPI requirements during high volume periods
Knowledge, Skills, and Abilities:
  • Strong leadership skills
  • Strong time management skills with a proven ability to meet deadlines
  • Strong attention to detail with a focus on quality
  • Strong problem solving and analysis skills
  • Ability to multi-task and function well in a high-paced and at times stressful environment
  • Self-motivated and results driven mindset
  • Must be an excellent listener
  • Excellent verbal and written communication skills
  • Excellent mediation and conflict resolution skills
  • Excellent knowledge of customer service best practices
  • Highly proficient with computers and common software applications (MS office, Adobe)
Education and Experience:
  • 2+ years of experience in a management or supervisory role
  • 2+ year customer support, technical support, or related experience
  • 2+ years Call Center experience preferred
  • Experience with a ticketing system, such as Zendesk
  • Transportation or logistics experience is a plus

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