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Customer Support Supervisor

2 months ago

Houston, Texas, United States Bill Full time
Job Summary

We are seeking a highly skilled and experienced Customer Support Supervisor to join our team at Bill.com. As a Customer Support Supervisor, you will be responsible for leading a team of customer support advocates, providing guidance and coaching to ensure exceptional customer service.

Key Responsibilities
  • Lead a team of customer support advocates, providing guidance and coaching to ensure exceptional customer service.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Monitor and analyze customer feedback, identifying areas for improvement and implementing changes as needed.
  • Collaborate with cross-functional teams to resolve customer issues and improve overall customer experience.
  • Provide training and development opportunities to customer support advocates to enhance their skills and knowledge.
  • Conduct regular performance reviews and provide feedback to customer support advocates.
  • Manage and maintain accurate records of customer interactions and feedback.
Requirements
  • Minimum four years of contact center experience with two years of which must be in a supervisory or a leadership capacity.
  • Bachelor's Degree or the equivalent combination of four years of education, training, or work-related experience.
  • Demonstrated experience using multi-channel telephony technologies, such as chat, web-portal and phone.
  • Demonstrated leadership skills to effectively develop, lead, inspire and motivate a high performing team.
  • Prior experience with coaching team members and leads around soft skills, policies, processes, and workflows.
  • Demonstrated ability to successfully manage teams of 10 to 15 people.
  • Excellent oral and written communications skills.
  • Experience managing agents working from home and/or in an in-house setting.
  • Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions.
  • Experience with QuickBooks Online, QuickBooks for Windows, Xero, Intacct, and Netsuite preferred.
Competencies
  • Assertiveness - trusts in their own judgement and is not overly dependent upon the approval of others.
  • Communication - clearly expresses ideas, thoughts, & concepts in writing & verbally, using correct & appropriate grammar, organization, & structure.
  • Customer Orientation - views the organization through the eyes of the customer and goes out of their way to anticipate and meet customer needs.
  • High Standards - meticulous attention to detail, accountability for self and others; provides suggestions to improve processes steadily and effectively.
  • Initiative - sees a need and takes action without being prompted.
  • Problem Solving and Decision Making - identifies problems, solves them, acts decisively, and shows good judgement.
  • Sensitivity - communicates empathy toward others, respect for the individual, and appreciation of diversity among team members.
  • Talent Development - expands the skills of advocates through training, coaching, and development activities.
  • Professional Presence - how you control the room and present yourself to peers, customers, and internal partners directly impacting your credibility in the organization.