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Customer Support Operations Leader

2 months ago

Fort Myers, Florida, United States Harmar Full time

Join a Team Committed to Excellence

Are you seeking a rewarding career with a company recognized as a Great Place to Work? At Harmar Mobility, we are dedicated to lifting lives through our innovative mobility solutions. Our mission is to empower individuals with mobility challenges, allowing them to maintain their independence and create lasting memories.

Position Overview:

As the Customer Support Operations Leader, you will be at the forefront of our customer service initiatives, guiding a talented team to deliver exceptional support and satisfaction to our clients and dealers. Your leadership will be essential in shaping the operational framework of our support center, fostering a culture of excellence and continuous improvement.

Key Responsibilities:

  • Lead and mentor the customer support team to achieve outstanding service levels.
  • Design and implement customer service protocols and standards to ensure consistent, high-quality support across all platforms.
  • Evaluate and interpret call center performance metrics, including response times, resolution rates, and customer satisfaction scores.
  • Identify areas for operational enhancement and execute strategies to boost efficiency and customer contentment.
  • Collaborate with various departments, such as sales and marketing, to integrate customer feedback and enhance the overall service experience.
  • Stay updated on industry trends and best practices in customer service and support center management to foster innovation.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, or a related discipline.
  • A minimum of 5 years in a customer support management role.
  • Demonstrated success in leading and developing high-performing support teams.
  • Strong grasp of customer service principles, with a focus on delivering superior experiences across multiple channels.
  • Familiarity with call center technologies and management systems.
  • Proven experience in establishing and nurturing a successful support center.
  • Experience with customer support tools (e.g., CRM software, live chat systems).
  • Excellent communication and interpersonal skills, capable of building relationships at all organizational levels.
  • Analytical mindset with the ability to leverage data for informed decision-making.
  • Certification in customer service management is advantageous.

What We Offer:

  • Competitive salary and performance-based bonuses.
  • Comprehensive health, dental, and vision insurance options.
  • Retirement savings plan with company contributions.
  • Generous paid time off and holiday benefits.
  • Opportunities for professional growth and ongoing training.
  • A dynamic and inclusive workplace culture that encourages advancement.

Our Core Values:

At Harmar Mobility, we uphold six core values: Team Player, Gets Stuff Done, Can-do Attitude, Genuinely Cares, Does the Right Thing, and Embraces Inclusion. If these values resonate with you, we would love to hear from you

Harmar Mobility is an equal opportunity employer, committed to fostering a diverse and inclusive environment for all qualified applicants.