Senior Manager of Customer Support Operations

7 hours ago

Tampa, Florida, United States Albert Securities, LLC Full time

About the Role:

The Senior Manager of Customer Support Operations will be responsible for driving the daily functions of the Customer Support branch of Genius at Albert Securities, LLC and overseeing its success. This individual will be passionate about developing and implementing policies and procedures to create an environment of ordered creativity.

Key Responsibilities:

  • Directly supervise Customer Support Associates and Specialists to ensure their continued development and growth.
  • Implement and coordinate the launch of phone-based support, including the selection of a telephony provider and the creation of support scripts and flows.
  • Oversee 24-hour workforce management and scheduling for all Customer Support Associates and Specialists based on forecast models across the US.
  • Own the infrastructure and action behind all procedures and processes, ensuring their documentation, continuous review, and revisions.
  • Identify, own, and improve areas of mass inefficiency in processes and procedures.
  • Manage customer support efficiency and qualitative KPIs and ensure they are met (and ultimately, exceeded) by the team.
  • Oversee coaching plan for under-performers, involving clear expectations, standardized procedures, and performance-based KPIs.
  • Coordinate with Specialty Functions and Advice teams to streamline communication among all components of Genius.

Requirements:

  • 5+ years in a customer support manager role or equivalent leadership position.
  • Excellent written and verbal communication skills.
  • Experience launching and managing phone-based support teams.
  • Experience mentoring and coaching a team.
  • A track record of building processes, policies, and procedures from scratch.

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