Senior Manager, Customer Support, North America West
6 days ago
Customer Support Leadership Opportunity
Circle International Bermuda Limited is seeking a seasoned Customer Support leader to join our team in North America West. As a Senior Manager, Customer Support, you will play a critical role in scaling our Customer Support organization and delivering exceptional service to our customers worldwide.
Key Responsibilities:
- Recruit, hire, train, and coach a team of Customer Support representatives
- Create and deliver strategic plans for Customer Experience in North America West
- Develop and publish policies and procedures for the Customer Support organization
- Ensure customer satisfaction and operational excellence
- Partner with internal stakeholders to resolve customer inquiries and issues
- Manage a team of Customer Support professionals and provide guidance on customer support operations
- Report regularly to internal stakeholders on customer support operations and customer success initiatives
Requirements:
- 10+ years of experience in customer experience or customer support roles
- 3+ years of managerial experience, preferably managing support teams
- Experience building, operating, and enhancing 24x7x365 customer support teams
- Experience managing international teams
- Knowledge of software solutions such as Zendesk and JIRA
- Excellent verbal and written communication skills
- Ability to thrive in a fast-paced environment with high levels of autonomy and responsibility
What We Offer:
- A dynamic and growing company with a strong focus on customer experience
- A collaborative and supportive team environment
- Opportunities for professional growth and development
- A competitive salary and benefits package
How to Apply:
Please submit your resume and a cover letter outlining your experience and qualifications for this role. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
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