Customer Support Manager

5 days ago


Bradenton, Florida, United States IMG Academy Full time
About IMG Academy

Named by Sports Business Journal as one of the Best Places to Work in Sports, IMG Academy is a world-leading sports education brand providing a holistic education model that empowers student-athletes to succeed in college and beyond.

Job Summary

The Customer Support Manager is responsible for leading and managing the customer support team to deliver exceptional customer experiences for new and existing customers. This role oversees the customer journey from sales handoff to delivery, builds a standardized customer journey experience, and develops training programs to enhance customer support.

Key Responsibilities
  • Oversee customer journey from sales handoff to delivery
  • Build a standardized customer journey experience for the support team to follow
  • Define best practices within each step of the customer journey process and develop training programs specific to the customer journey
  • Develop tactics to increase revenue of add-on products
  • Establish and implement effective strategies for increasing retention
  • Serve as a liaison to the support staff and upper management
  • Manage support staff responsible for clearance of registrations forms for camp and boarding school
  • Lead trainings and meetings covering support communications, customer feedback, and best practices
  • Manage time effectively, meeting personal and company goals
Requirements
  • Bachelor's degree or equivalent work experience
  • 2-3 years of customer service experience specifically in sports or entertainment
  • General knowledge of sports
  • Demonstrated track record of sales revenue
  • Experience with MS Office
  • Desire to work collaboratively with colleagues
  • Excellent written and verbal communication skills
  • Attention to detail
Preferred Skills
  • Bilingual
  • Master's degree in Sports Management, Business, or related field


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