Manager, Customer Support

3 weeks ago

Eagan Minnesota, United States Therapy Brands Full time
Job Description

As the Manager, Customer Support, you’re responsible for leading a team of Customer Support Specialists and the overall relationship with our customers, ensuring that each touchpoint across the customer support journey is of the highest quality - timely, engaging, efficient, and effective.

A successful Manager, Customer Support is actively engaged in their team and customers’ experience and day-to-day performance. They foster a “team work makes the dream work” culture that is passionate about: caring for customers, doing the right thing, making data driven decisions, the company mission and goals, and remaining steadfast and strong through continuous growth and constant change.

The Manager, Customer Support has extensive knowledge and command of department processes and ensures that project/department milestones/goals are met while adhering to approved budgets. You must be comfortable working remotely and leading a remote team distributed across multiple states and time zones. 

This is a Hybrid role working 2 - 3 days per week in our Eagan, MN office. 

Responsibilities

Lead a customer support team comprised of Customer Support Specialists and Customer Education Specialists

Establish efficient and balanced work flows that maximize efficiency and produce high levels of quality support and customer satisfaction 

Monitor and measure service metrics and utilize to develop standards, improvements, or changes to process

Make recommendations for changes to products or services based on customer feedback and requests

Champion opportunities to consistently improve the customer experience

Identify, create, and foster team and individual growth opportunities 

Drive customer retention, reduce churn, and increase customer satisfaction, loyalty, and advocacy

Vet, hire, and dismiss employees when appropriate 

Build a bridge between teams to improve internal processes, the customer experience, or foster collaborative efforts.

Help map the customer journey and identify opportunities to proactively intervene on the customer’s behalf

Guide team in effective customer issues resolution and handle any escalations

Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement

Test new strategies for driving customer value

Continually review and evolve the collection of processes used to track, oversee and organize every interaction between the customer and product throughout the lifecycle

Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training

Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.

Core Competencies Needed for Success in the Role 

Outstanding leadership skills

Outstanding communication skills

Outstanding interpersonal skills 

Outstanding customer service skills

Entrepreneurial mindset 

Advanced process improvement skills

Advanced problem solving and analytical skills

Advanced strategic planning and project management skills

Expertise in customer support policies, standards and procedures 

Expertise in service request management process

Expertise in understanding how the product and services work 

Confidence leading one-on-one and group meetings and liaising with different levels of leadership and functional areas 

Thrive@TherapyBrands

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