Customer Support Manager
22 hours ago
We are seeking an experienced Customer Support Manager to lead our small business customer support team at Homebase. As a key member of our team, you will be responsible for managing the performance of our customer support representatives, determining the best way to scale our support for small businesses using payroll, and tracking and owning support metrics.
Responsibilities- Manage the performance of a small team of customer support representatives
- Determine the best way to scale customer support for small businesses using payroll
- Track and own support metrics such as ticket volume, average handle time, first call resolution, service level, and agent occupancy
- Serve as an advocate for payroll support and our customers, partnering with product, engineering, and other internal teams to ensure customer needs are met
- Manage support escalations and create escalation procedures
- Build out customer support standard operating procedures for payroll
- Develop a training regimen for new hires
- Hire and train new payroll support specialists
- Manage vendor relationships
- 2+ years of customer support management experience
- 2+ years of payroll product support experience
- Knowledge of payroll and payroll support
- A goals-over-roles attitude, with a willingness to do what it takes to succeed
- Experience supporting small businesses
- Data-focused mindset
- Sharp intelligence and computer skills
- Ability to adapt in a dynamic and growing organization
- Ability to stay calm under pressure and de-escalate escalated situations and customers
- Solid educational background, combined with real-life wisdom and achievement
- Set high standards for yourself, matched with exceptional interpersonal skills
- Self-motivated and comfortable working collaboratively and autonomously
- Competitive salary
- Generous accrued PTO
- Health, dental, and vision insurance
- 401(k) with 4% match
- Stock options
- Fun team activities
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