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Head of Client Support
2 months ago
About Us:
General Purpose:
As the Head of Client Support, you'll play a crucial role in ensuring our clients receive exceptional service through various communication channels, including chat, email, and phone support. Leading a remote team of dedicated professionals, you'll be responsible for meeting or exceeding Key Performance Indicators (KPIs) and driving continuous improvement in client support operations. Additionally, you'll develop and implement a succession plan to ensure the growth and stability of the client support team.
Essential Functions:
Client Support Operations:
- Lead and mentor the client support team, ensuring timely and effective resolution of client inquiries across multiple channels.
- Monitor and analyze team performance to ensure KPIs are met or exceeded.
- Develop and implement strategies to improve efficiency and effectiveness in client support operations.
Succession Planning:
- Develop and implement a succession plan for the client support team, identifying and grooming potential candidates for future leadership roles.
- Ensure all positions are back-filled with succession planning to maintain continuity and stability within the team.
Business Tools Management:
- Utilize advanced knowledge of business tools, including ZohoDesk for client support, Zoho CRM, Microsoft Office 365, and QuickBooks Online Advanced.
- Collaborate with IT and other departments to optimize tool usage and implement necessary changes to support the company's growth.
Remote Team Management:
- Manage remote teams effectively, fostering a culture of excellence and collaboration.
- Provide guidance and support to team members to ensure productivity and job satisfaction.
Stakeholder Collaboration and Interdepartmental Coordination:
As the Head of Client Support, you'll play a pivotal role in fostering collaboration and alignment across various teams within Zapit Solutions. Given the multifaceted nature of our services, it's imperative to work closely with stakeholders from different departments to achieve common objectives and ensure seamless communication.
Collaborative Approach:
You'll collaborate closely with managers of client financial operations teams to ensure that client support tickets related to payroll, bookkeeping, tax preparation, and business formation are addressed and resolved within established Key Performance Indicators (KPIs). This collaborative effort is essential to provide comprehensive support to our clients and maintain high service levels across the board.
Building Bridges Across Departments:
Your role will involve creating and implementing strategies to improve interdepartmental communication and cooperation. By fostering a culture of collaboration and knowledge sharing, you'll facilitate smoother interactions between client support and other departments. This includes developing training programs and knowledge-sharing sessions to enhance understanding and efficiency in addressing client inquiries that require cross-departmental expertise.
Program Development for Enhanced Service Levels:
In addition to addressing immediate client support needs, you'll lead the development of programs aimed at enhancing service levels across all teams. This may involve implementing feedback mechanisms, conducting regular performance reviews, and identifying areas for improvement in interdepartmental processes. By continuously refining our operations and workflows, we can ensure a consistently high level of service delivery to our clients.
Measuring Success:
Qualifications and Special Skills Required:
- High School diploma.
- 8-10 years of experience managing client support teams in a financial or business operations service company.
- Strong problem-solving abilities and the ability to think quickly under pressure.
- Advanced proficiency in Zoho Desk, Zoho CRM, Microsoft Office 365 Business Premium, Microsoft Office tools, and QuickBooks Online Advanced.
- Experience managing remote teams and working with stakeholders across different teams.
- Proven ability to make and implement changes quickly to support a dynamic growing company.
Equal Employment Opportunity Statement:
Zapit Solutions LLC is an Equal Employment Opportunity Commission (EEOC) employer. We consider individuals for employment or promotion based on their skills, abilities, and experience, without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.
At-will Employment and Promotion from Within:
Zapit Solutions LLC is an at-will employer. Employment with the company is voluntarily entered into, and both the employee and the company are free to terminate the employment relationship at any time, with or without cause or advance notice. While we prioritize promoting from within the company to provide growth opportunities for our dedicated team members, there may be instances where we need to hire externally to meet the needs of our growing organization.
Application Process:
Interested candidates can apply online through our careers site or by clicking the "Im Interested" button. We're excited to welcome talented individuals who share our commitment to excellence and client satisfaction.
