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Customer Support Operations Supervisor

2 months ago

Blacksburg, Virginia, United States Nav Full time
Job Overview

At Nav, our mission is to empower small business owners to thrive. We believe in the strength of local communities and the importance of supporting entrepreneurs. Our goal is to simplify financial processes and enhance access to credit for emerging businesses. By joining Nav, you become part of a dedicated team that is passionate about fostering the success of small business owners.

We are seeking a skilled leader with a background in customer support to join our management team. This role involves overseeing a group of enthusiastic customer service representatives, dedicated to delivering the exceptional service that Nav is recognized for. The ideal candidate will possess extensive experience in developing high-performing teams and a genuine enthusiasm for mentoring and coaching. Additionally, the successful applicant will demonstrate creativity in problem-solving, a results-oriented mindset, and the ability to drive significant improvements in operational performance.

Key Responsibilities:

  • Guide, mentor, and communicate effectively with a team of customer care representatives, ensuring that all customer interactions align with Nav's standards of service excellence.
  • Monitor and evaluate key performance indicators (KPIs), providing regular feedback and coaching to each team member.
  • Establish and refine work processes that adhere to company and departmental standards and strategic goals.
  • Collaborate with senior leadership to manage daily operations of the customer support center, including staffing, training, scheduling, and recognition programs.
  • Conduct regular performance evaluations and participate in quality assurance sessions.
  • Ensure team members receive appropriate training and resources to excel in their roles.
  • Work with management and HR to address any disciplinary or performance-related issues.
  • Administer development plans for team improvement.
  • Facilitate one-on-one meetings, team discussions, and performance reviews.
  • Assess and score customer interactions against established quality benchmarks, providing constructive feedback.
  • Engage in the recruitment process for new team members.
  • Address escalated customer concerns as necessary.
  • Foster a motivating team environment with open communication.

Qualifications:

  • High School Diploma or equivalent required.
  • Minimum of two years of leadership experience in a customer service or support center environment.
  • At least five years of overall experience in customer service or support roles.
  • Familiarity with customer support tools and systems is preferred.
  • Exceptional communication skills, with the ability to analyze and interpret information effectively.
  • Strong attention to detail and the ability to manage multiple tasks in a fast-paced setting.
  • Proficient in computer applications, including Word, Excel, PowerPoint, and Google Docs.
  • Ability to handle confidential information with discretion.
  • Proficient in problem-solving and data analysis.
  • Effective organizational and prioritization skills.
  • Ability to inspire and lead a team.

Commitment to Inclusion:

At Nav, we celebrate the unique qualities of our employees, recognizing that the businesses we serve are diverse and original. Our team members come from various backgrounds and experiences, and we are dedicated to creating a safe and supportive environment where everyone can express their authentic selves. We strive to build a workplace where diversity is valued and everyone feels they belong.

Compensation Philosophy:

We believe in transparency and fairness in compensation. Our approach ensures that employees understand how pay and career advancement decisions are made. We are committed to providing equitable pay for equal work and fostering a culture where employees are motivated by our mission and values.

Benefits:

We offer competitive pay, company ownership opportunities, and a comprehensive benefits package from day one. Our offerings include paid parental leave, employee networking events, community groups, and various perks aimed at enhancing employee well-being and professional growth.