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CX Technical and Outbound Supervisor

2 months ago

Auburn Hills, United States Whisker Full time
Job Title: CX Technical and Outbound Supervisor

At Whisker, we're passionate about creating innovative pet products that make a difference in the lives of pets and their owners. As a CX Technical and Outbound Supervisor, you'll play a critical role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities:
  • Manage a team of Technical and Outbound Specialists to ensure seamless customer support and high-quality service delivery.
  • Develop and implement strategies to improve customer satisfaction, reduce resolution times, and increase first-call resolution rates.
  • Collaborate with cross-functional teams, including IT, Operations, and Engineering, to ensure effective communication and issue resolution.
  • Provide coaching and training to team members to enhance their technical and soft skills.
  • Monitor and analyze customer feedback, sentiment, and trends to identify areas for improvement.
  • Develop and maintain relationships with key stakeholders, including customers, vendors, and partners.
Requirements:
  • 5+ years of experience in customer support, technical support, or a related field.
  • 3+ years of leadership experience, with a proven track record of managing high-performing teams.
  • Excellent communication, coaching, and problem-solving skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Strong technical skills, with experience in CRM software, technical products, and platforms.
What We Offer:
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A comprehensive training program to enhance your skills and knowledge.
  • A fun and pet-friendly work environment.

We're an equal opportunities employer and welcome applications from diverse candidates. If you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you