Delivery Manager (Web) coordinating technology teams at Mountain Warehouse. Responsible for agile project management and stakeholder communication.
About the role
- Client Support Manager managing a team of 3-15 agents. Overseeing agents, leading KPIs, coaching, and participating in hiring processes.
Responsibilities
- Direct management of agents & leads, including: Approving timecards & PTO
- Completing and delivering performance reviews
- Monitoring and reviewing casework
- Ensuring all departmental KPIs, team goals, and SLAs are being met
- Agent coaching, including direct reports and other members of the larger Support team
- Participates in recruiting process as hiring manager, interviewing candidates and participating in the decision-making process
- Taking ownership of case escalations, including all client and internal communication
- Ability to take ownership of internal projects, initiatives, and client issues and drive them to completion
Requirements
- 2-4 years of experience in Client Support (or comparable experience)
- 1+ years of successful direct supervisory experience
- Ability to lead departmental projects
Benefits
- Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group
- Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit
- Invest in our competitive 401k plan and help set you up for your future
- Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)
- Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 15 hours of ‘Flexi’ time a year
- Further your professional development and growth with our generous Tuition Reimbursement offerings
- Enjoy the flexibility of working from anywhere in the world for two weeks out of the year
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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