2 months ago
Job Summary
We are looking for a passionate Manager to lead a global team remotely. Reporting to the Senior Manager of Support, this person will have strong opinions about the direction and performance of the team, demonstrate a deep understanding of DO (customers, policies, and procedures), desire to help others reach their full potential, and feel responsible for the efforts of their team. They will learn to invest their skills, energy, and focus on developing and maintaining a shift that is founded on authenticity, love, transparency, efficiency, accountability, collaboration, empowerment, and fun!
- Minimum Qualification:Degree
- Experience Level:Mid level
- Experience Length:6 years
Job Description/Requirements
Responsibilities:
- Discuss trends, issues, and strategy with leadership, and implement resultant changes on the shift
- Place the customer experience at the forefront of their work
- Manage & triage the queue to reduce wait times & optimize customer experience
- Schedule appropriate coverage for Customer Service duties and alert leadership to conflicts and gaps
- Coaching & Development for all the IC’s; scheduling 1:1’s, providing feedback/ QA, discussing Individual Development Plans (IDP’s) and training and assessment needs
- Assisting the recruiting team in new hires and backfills for the Support Team; conducting Debriefs, Interview Kits, Job Descriptions and new Hire Onboarding (ACS/SF JIRA)
- Monitoring and approving PTO’s and expenses for their direct reports
- Act as first-point-of-contact for escalations to leadership
- Ensure escalations on shift are routed, prioritized, alerted, and resolved properly
- Report on to leadership regarding the daily & monthly performance of shift members
Requirements:
- Ability to motivate shift members to reach their potential
- Attention to detail in relation to what happens during the shift
- Ability to find the answer, even if you don’t know it (JIRA, escalation, outreach to other teams, etc)
- Ability to accomplish the tasks that are asked of direct reports on the shift
- Effective delegation of tasks, roles, and project work
- Ability to take de-escalated complex and difficult escalations
- A reputation for holding shift members to a high-performance standard
- Solid analytical skills & the ability to work with metrics, numbers, & trends
- Ability to build relationships with a wide range of stakeholders at all levels
- Ability to transition between hands-on & tactical to complex & strategic work with ease
- Ability to corral a conversation with multiple voices into a productive & brief discussion without leaving anyone feeling marginalized
- Problem-solving skills that can unite people in a genuine & authentic way to work together & drive solutions & successful outcomes
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