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Customer Support Operations Leader

2 months ago

New York, New York, United States Albert Securities, LLC Full time

Location: Remote in the US (excluding Colorado)

About Albert Securities, LLC: We are a pioneering financial service that leverages advanced technology to automate financial management, complemented by a dedicated team of experts. Our platform not only saves and invests on your behalf but also helps you avoid overdrafts and uncovers hidden savings. Our customer support team is here to provide actionable guidance for your financial inquiries.

Position Overview: The Customer Support Operations Leader will report directly to the VP of Customer Support and will be responsible for overseeing the daily operations of our Customer Support team. This role requires a balance of policy adherence and the flexibility to foster a creative customer service environment. The objective is to elevate the performance of our team members through structured coaching and transparent feedback. Additionally, the candidate should possess experience in selecting and implementing a telephony support system.

Key Responsibilities:

  • Supervise and mentor Customer Support Associates and Specialists to promote their professional growth.
  • Lead the implementation of phone-based support, including selecting a telephony provider and developing support scripts.
  • Manage workforce scheduling and operations for Customer Support Associates and Specialists, utilizing forecasting models.
  • Ensure all processes and procedures are documented, regularly reviewed, and updated as necessary.
  • Identify and rectify inefficiencies within existing processes.
  • Monitor and enhance customer support performance metrics and ensure the team meets established KPIs.
  • Develop coaching plans for team members needing improvement, with clear expectations and performance standards.
  • Collaborate with Specialty Functions and Advice teams to enhance communication across all areas of Customer Support.

Qualifications:

  • Minimum of 5 years in a customer support management role or equivalent leadership experience.
  • Exceptional written and verbal communication abilities.
  • Proven experience in launching and managing phone support teams.
  • Demonstrated ability to mentor and coach team members effectively.
  • Experience in developing processes, policies, and procedures from the ground up.

Benefits:

  • Competitive salary and equity opportunities.
  • Comprehensive health, vision, and dental insurance.
  • Complimentary meals.
  • Monthly wellness stipend.
  • 401k matching program.