Customer Support Manager

Responsibilities:

• Oversee SLAs/KPIs to ensure they are not only being met, but strategize on how to exceed

• Daily management of tasks to track member sentiment and agent performance

• Manage agent escalations, policy exceptions, compensations, reimbursements, courtesy offers

• Triage Tier 3 cases involving HW, SW, network, and connectivity issues

• Determine that replacements are necessary and ensure defective items are sent back

• Monitor technical support volume to identify trends and document findings

• Collaborate with engineers/product teams to ensure troubleshooting is up to date and effective 

• Investigate member escalations for new and replacement orders

• Process custom and/or expedited orders for VIPs and/or urgent cases

• Coordinate outbound communication to members on shipping changes/delays

What You’ll Need to Succeed:

• The ability to work between 6pm-3am ET during the week and/or weekend - this is required for the role. No exceptions.

• 2-4 years of technical support experience handling intense, highly-visible cases with a calm demeanor, yet quick resolutions. 

• 1-2 years in a management role, fostering a growing support team, preferably for a hardware product with a software/firmware component.

• Excel proficiency - you will be tested!

• Must have demonstrated customer service skills. You enjoy helping others and you believe in doing the work so they don’t have to.

• You place CSAT and NPS above all else and build operations to drive these metrics.

• Working under pressure comes as second nature; you excel at navigating gray areas.

• Shifting priorities doesn’t scare you, as you are always prepared and organized.

• A strong communicator with a commitment to quality. You deliver detailed information in a clear and concise way. You remain open to feedback and ask questions when expectations seem uncertain.

• You are a team player. You like to support and grow with your peers. You manage and develop direct reports with a growth mindset. Their success is your/our success!

• You are an owner. You seek out new challenges and meet your deadlines. You take accountability for your failures, as well as your accomplishments. 

• Experienced in support tools (Kustomer, Shopify, Looker, Postman, etc) and the administrative duties required to build reporting and workflows in support of daily operations.