Lead Customer Support Operations Manager
2 weeks ago
Lead Customer Support Operations Manager
Location: Remote (within the US, excluding Colorado)
About Us
At Albert Securities, LLC, we are redefining financial services by leveraging advanced technology to automate personal finance management. Our dedicated team of experts is committed to guiding users through their financial journeys, helping them save, invest, and avoid unnecessary fees. With over 8 million satisfied members, we are on a mission to make money management accessible and straightforward.
Role Overview
The Lead Customer Support Operations Manager will report directly to the VP of Customer Support. This role is pivotal in managing the daily operations of our Customer Support division, ensuring optimal performance and service delivery. The ideal candidate is not only detail-oriented regarding policies and procedures but also possesses the ability to foster a dynamic and responsive customer service environment. This individual will focus on enhancing the capabilities of both leaders and agents through effective coaching and support. Experience in selecting and implementing telephony solutions for customer support is essential.
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 efficiency for Customer Support teams across the United States.
- Oversee the documentation and continuous improvement of operational procedures and processes.
- Identify inefficiencies within current processes and implement enhancements.
- Monitor and ensure the achievement of customer support performance metrics and quality standards.
- Develop and execute coaching plans for team members needing additional support.
- Collaborate with various teams to ensure seamless communication and service delivery.
Qualifications
- Minimum of 5 years in a customer support management role or equivalent leadership experience.
- Exceptional written and verbal communication skills.
- Proven experience in launching and managing phone support teams.
- Strong background in mentoring and developing team members.
- Demonstrated ability to create and implement processes and policies from the ground up.
Benefits
- Competitive salary with equity options.
- Comprehensive health, vision, and dental insurance.
- Provided meals and a monthly wellness stipend.
- 401k matching program.
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