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Customer Support Operations Manager

2 months ago

Los Angeles, California, United States SoftTech VC Full time

Customer Support Operations Manager at SoftTech VC

At SoftTech VC, we are dedicated to enhancing the success of the project economy. With a significant transformation in the workforce landscape, millions are now engaged in freelance and project-based roles. This shift has introduced flexibility for both organizations and individuals, yet it has also brought about challenges in terms of compensation and administrative processes. Our innovative fintech platform empowers businesses to efficiently onboard, compensate, and insure their workforce.

We are committed to developing the finest solutions for the tech industry while operating in a vast market with ambitious objectives. With legacy competitors struggling to adapt and substantial backing from prominent investors, we are at a pivotal moment of growth, making it an ideal time to become part of our journey.

Key Responsibilities:

  • Communicate weekly objectives and deadlines to team members and leadership.
  • Create a constructive work atmosphere for the team through trust and effective strategies.
  • Evaluate team performance and provide timely, constructive feedback.
  • Recruit, nurture, manage, and mentor Customer Service Specialists to build high-performing teams that deliver outstanding customer experiences across various communication channels.
  • Conduct regular performance evaluations and offer feedback to maintain a highly engaged workforce.
  • Oversee daily operations and scheduling within the department.
  • Support the daily functioning of the Customer Support organization.
  • Act as a point of escalation for complex issues.
  • Provide teams with updates on recent developments, programs, and policy changes from management.
  • Utilize customer data and root cause analysis to identify areas for improvement and implement efficiency strategies.
  • Participate in the creation of objectives and key results (OKRs) and guide the team towards achieving these goals.
  • Establish collaborative relationships to enhance process efficiency and promote customer-centric business practices and standard operating procedures.
  • Serve as a liaison between the customer service department and other organizational units.
  • Act as an escalation point between the support team and senior management.
  • Conduct random reviews of tickets, calls, and chats to ensure accuracy and professionalism in line with performance metrics.
  • Manage agent scheduling and call quality.
  • Generate and report on weekly, monthly, and quarterly metrics and trends.

Ideal Candidate Profile:

  • 3-5 years of experience managing a Customer Service team in a SaaS technology environment.
  • Proficient in G-suite, including intermediate Excel skills.
  • Exceptional communication abilities, capable of articulating complex issues both verbally and in writing across various mediums.
  • Experience collaborating with clients and departments to identify needs, prioritize requests, and build effective relationships with tact and diplomacy.
  • Outstanding organizational skills.
  • Able to multitask and work proactively and independently in a dynamic environment.
  • Strong customer service background with a focus on delivering exceptional customer experiences.

Why Join Us:

At SoftTech VC, innovation meets technology, not just in our products but in our culture.

Alongside a competitive salary and comprehensive benefits typical of a rapidly growing tech company, you will join a team of creative problem solvers and witness the significant impact of your contributions.

Benefits Include:

  • Unlimited Paid Time Off
  • Remote work flexibility
  • Health and Dental Coverage
  • Up to $1500 for IT setup at home
  • Up to 4% matching RRSP / 401K
  • Learning and Development Allowance
  • $150 Monthly Lifestyle Benefits

While we offer numerous benefits and perks, the true pride of working at SoftTech VC lies in the respect for every individual's opinion and the visible difference each person makes. If you aspire to advance your career while maintaining a fulfilling life outside of work, you may be the perfect fit for our team.

Our Commitment to Inclusivity:

SoftTech VC is dedicated to fostering a workplace free from harassment and discrimination for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.

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