Customer Service Specialist providing B2B support for dealers in Denmark, Sweden, and Norway at Parts Europe. Primary responsibilities include order management and customer relationship building.
About the role
- Manager, Support Services overseeing customer support for behavioral health software. Leading team operations and ensuring high satisfaction in Tampa or Nashville.
Responsibilities
- Oversee all ticket resolution channels, including Live Chat, ensuring SLO/SLA/NPS targets are met
- Manage, develop, and align resources for optimal workflow and coverage
- Set standards and guidelines for all customer interactions
- Act as escalation point for complex or high-impact issues
- Collaborate with other departments to maximize effectiveness and customer loyalty
- Lead performance coaching, mentorship, and development for direct reports
- Manage consultation and professional services processes for timely and accurate delivery
- Evaluate and improve support processes, partner satisfaction, and adoption of best practices
- Lead or participate in hiring, onboarding, and administrative management (e.g., timesheets, scheduling)
- Analyze team metrics, identify trends, and implement improvements
- Delegate tasks and empower staff to drive results
- Ensure compliance with company policies and regulatory requirements
Requirements
- Bachelor's degree preferred
- 6 years of experience in customer support or equivalent experience
- 2 years of management and/or supervisory experience
- Advanced knowledge of support platforms, workflows, and best practices
- Analytical skills for trend analysis and process improvement
- Effective communication and cross-functional collaboration
- Ability to manage escalations and drive resolution
- Strategic thinking and adaptability.
Benefits
- Qualifacts is an equal opportunity employer.
- Ability to work hybrid in either Tampa or Nashville office locations.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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