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Senior Manager, Customer Experience Leader
2 months ago
ePayPolicy is a leading provider of payment solutions for the insurance industry. We're seeking an experienced and strategic Senior Manager of Customer Support to lead and elevate our customer support operations.
Key Responsibilities- Lead and Manage the Customer Support Team: Oversee the customer support team, including hiring, training, and performance management.
- Develop and Implement Support Strategies: Develop and implement customer support strategies, policies, and procedures to ensure efficient and effective service delivery.
- Monitor and Analyze Customer Support Metrics: Monitor and analyze customer support metrics to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
- Collaborate with Cross-Functional Teams: Collaborate with cross-functional teams, including risk, product development, sales, account management, and marketing, to address customer issues and feedback.
- Utilize CRM and Telephony Solutions: Utilize a CRM and Telephony solution to track and manage customer interactions, ensuring timely and accurate resolution of inquiries and issues.
- Conduct Regular Team Meetings and Training Sessions: Conduct regular team meetings and training sessions to keep the team informed and equipped with the necessary skills and knowledge.
- Handle Escalated Customer Issues: Handle escalated customer issues and complaints, providing resolution and ensuring customer satisfaction.
- Stay Up-to-Date with Industry Trends: Stay up to date with industry trends and best practices in customer support and service management.
- Drive Continuous Improvement Initiatives: Drive continuous improvement initiatives to enhance customer support processes and outcomes.
- Minimum of 5+ Years of Experience: Minimum of 5+ years of experience in customer support or service management, with at least 3 years in a senior leadership role.
- Strong Knowledge of Customer Support Principles: Strong knowledge of customer support principles, practices, and technologies.
- Excellent Leadership and Communication Skills: Excellent leadership, communication, and interpersonal skills.
- Ability to Think on Your Feet: Ability to think on your feet, solve problems, and articulate clear expectations.
- Proficiency in Using CRM and Telephony Solutions: Proficiency in using Salesforce, Zoom, Slack, and other customer support tools.
- Ability to Analyze Data and Metrics: Ability to analyze data and metrics to drive decision-making and improvements.
- Strong Problem-Solving Skills: Strong problem-solving skills and the ability to handle difficult customer situations with empathy and professionalism.
- Calm Approach to High-Pressure Situations: Calm approach to high-pressure situations, and the ability to multi-task competing priorities.
- Ability to Motivate and Inspire a Team: Ability to motivate and inspire a team.
- Experience in the Insurance or Payments Industry: Experience in the insurance or payments industry is a plus.
ePayPolicy is a leading provider of payment solutions for the insurance industry. We offer a competitive salary, comprehensive benefits package, 401K, unlimited PTO, and a supportive and inclusive company culture with a focus on work/life balance.
