Customer Service & Operations Analyst supporting contact centres. Identifying performance gaps and enhancing customer service processes while developing analytical skills.
About the role
- Manager, Customer Support leading collaborative teams to optimize customer service at Extensiv. Involved in coaching talent and developing scalable support solutions.
Responsibilities
- Leading the day-to-day activities of the Tier 1 and Tier 2 teams by providing strong leadership, coaching and mentoring
- Be a change agent – optimize current processes, remove obsolete ones, and create new processes in the spirit of ensuring our customers are successful
- Oversee and manage tools to deliver support at scale, including ticketing system, knowledge management, community platform and customer feedback tools
- Work with Product and Engineering teams to develop scalable support solutions designed to maximize support levels and reduce operational expenditures
- Act as an escalation point for the team and customers when appropriate
- Retain and recruit a world class Customer Support team capable of adapting in a consistently evolving and high growth environment
Requirements
- 3-5 years experience leading customer support teams in a software based organization
- Metrics focused, process-oriented and obsessively organized
- Impeccable writing skills, with a focus on modifying your tone based on the context
- Ability to work across teams to get customer issues resolved - experience working closely with software engineers on bugs or product managers on new features
Benefits
- Professional development opportunities
- Flexible work arrangements
- Inclusive environment
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