Customer Support Manager

2 months ago

Knoxville, United States Konexial Inc Full time
Job DescriptionJob DescriptionDescription:

Department: Operations

Reports To: Chief Operating Officer

Seniority Level: Mid/Senior Level

Employment Type: Full-time


Summary:

Konexial has an exciting opportunity for individuals looking to enter the highly competitive and lucrative Enterprise Software industry. We are looking for a customer support manager with strong organizational skills and a high focus on customer service. The goal of the customer support manager is to support Konexial’s rapidly-growing service solutions and provide an exceptional customer experience. We work with a wide range of commercial “for-hire” transportation companies and private fleets. Candidates will need to demonstrate a strong ability to communicate with both end users and customer stakeholders for both web and app based applications and manage requests in order to best serve the needs of this diverse customer base. The ideal candidate has leadership experience in a customer support role in a multi-channel contact center environment. You will be overseeing the customer support team and providing leadership for our customer-focused service model as we grow and scale the company.


Your future job:

  • Mentor, train and lead Konexial’s Customer Support Team
  • On-boarding and training new employees
  • Setting customer satisfaction targets and working with the team to meet targets consistently
  • Creating and coaching to support team member performance goals
  • Evaluating calls for coaching opportunities
  • Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs
  • Assisting with account resolution/escalations, via phone, chat, and email
  • Establishing and maintaining customer service policies and procedures
  • Creating customer loyalty programs to increase revenue and improve client retention
  • Staying updated on developments in the customer services field
  • Helping customers with a wide range of inquiries on product and/or account issues and questions
  • Solving customer issues and escalations about Konexial products and services
  • Review daily reports to understand call volumes, recent trends, and opportunities to better serve and improve customer quality experience.
  • Complete help tickets for issues that require technical support or development team assistance
  • Model and champion Konexial’s cultural principles as we scale
  • Maintain proficient and current knowledge of Konexial’s product and service offerings.


Requirements:

Minimum requirements for the role:

  • 5-7 years of experience in a customer-facing role within a contact center environment
  • The ability to remain patient and calm during stressful situations
  • Experience in multi-channel servicing including excellent phone skills and good writing skills for web, email, and text requests
  • The ability to work well under pressure and to handle criticism well, turning a negative customer experience into a positive outcome
  • Demonstrated ability to increase productivity through daily task completion, personal development, and guided training
  • Experience in a high pace environment handling escalated customers and able to follow up on customer requests in a timely manner
  • Strong problem-solving skills and a proven ability to deliver a positive customer experience
  • Exceptional communication skills to effectively communicate with a wide range of customers, the customer support team and the company’s leadership.
  • Experience in a fast-paced environment and use of technology to solve problems quickly
  • Experience working with ticketing systems (e.g. Zendesk, Pipedrive, Hubspot, ServiceCloud, etc.)
  • Proficient with macOS and both Apple and Android mobile devices for app usage
  • Solutions-driven with strong problem solving skills
  • Proven track record of building trust and communicating effectively with a wide variety of stakeholders: laymen, executives, product leadership, day-to-day users of our products
  • Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Servant leadership skills and the ability to lead by example


An ideal candidate also has:

  • Self-motivation, strong initiative, and innovation
  • Strong ability to actively listen and ask follow-up questions
  • Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Microsoft Office and applications such as Google Suite
  • Ability to lead in a fast-paced, and change-heavy environment
  • Ability to work flexible hours when needed for coaching and oversight (nights and weekends) - Team works together to cover during vacation, absence, etc.
  • Experience supporting service requests in billing, RMA, cancellations, and renewals
  • Experience supporting telematics systems, ELDs, and hours of service compliance is a plus


To Land the Job You’ll Need…

  • Ultra positive attitude and cool under pressure
  • Rock solid verbal and written communication skills with a strong focus on the details
  • A knack for investigative research and strong critical thinking skills
  • Ability to work independently, coupled with keen awareness of customer satisfaction ques
  • Excellent analytical, problem-solving and decision-making skills
  • Ability to work well in a team environment

Extra Awesome (Not Required):

  • Fluent in a foreign language (We’re growing)
  • A degree in whatever. We’re Serious Supply Chain/Logistics, or Business preferred.


Some of the Perks:

  • Enterprise software company ready for transformational growth
  • Competitive wages
  • Knoxville based with Hybrid Work Model
  • Peer-driven training and ongoing support


This job is located in Knoxville, TN. We have remote opportunities available in limited states. Relocation assistance is not available, but anyone is welcome to apply. Konexial does not sponsor employment visas. Recruiters, please do not respond to this posting. Konexial is an Equal Opportunity Employer.


Company Description

Konexial is not your typical software company. With a mission to debunk the traditional methods of transportation software development, we have created a solution that makes the big players in enterprise software curse our name. Our comprehensive platform provides an alternative for everyone who has lived the nightmare of failed implementations, broken promises, and clunky software. Our approach to service is unique, as we focus on making superb software that’s easy to use, serving customers with a high sense of urgency, and driving long-term value with constant, continual improvement.

Fellow adventure seekers: Embrace your desire to be different and join us in our quest for simplicity. As crazy as it might sound, we have a deep and abiding passion for taking the complexity our clients face every day and breaking it down to the simplest possible solution. To learn more about Konexial’s software please visit us at www.Konexial.com.


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