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4 weeks ago

Job Summary

As the Manager, Customer Support at 7shifts you will lead team performance, provide coaching, and ensure exceptional customer experiences. Reporting to the Director, Service Delivery you will be pivotal in advocating for resources, leading projects, and refining our service delivery approach. Your collaborative and strategic efforts with internal stakeholders will focus on improving processes, implementing cross-training initiatives, and enhancing playbooks to boost efficiency and foster high performance.

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 5 years

Job Description/Requirements

Responsibilities
  • Actively manage team performance by setting clear KPIs and fostering a high-performance culture to ensure exceptional service delivery
  • Provide coaching and development to team leads and individual contributors, ensuring they have the necessary skills to provide exceptional service to customers
  • Represent the Service Delivery Support team both internally within the Service Experience department and cross-functionally, advocating for resources and support needed for team success
  • Take ownership of high-priority projects aimed at advancing the Service Experience department and improving overall service delivery
  • Provide strategic thought leadership to contribute to the development of the Service Experience strategy
  • Enhance the Service Delivery model to meet evolving business needs through initiatives such as cross-training and channel optimization
  • Lead departmental and cross-functional projects focused on process improvement and playbook enhancements, collaborating with various teams to drive efficiency and improve customer service
Requirements
  • Proven experience managing customer support teams in SaaS, adept at utilizing various models to ensure exceptional customer experiences
  • Demonstrated ability to lead large teams and mentor leaders, with a track record of cultivating high-performance teams through effective leadership
  • Proficient in navigating ambiguity and making well-considered decisions, willing to take calculated risks and explore innovative approaches to service delivery
  • Possess a comprehensive understanding of business strategy and adeptness in aligning team goals with organizational objectives, demonstrating confidence in leading teams through periods of change
  • Track record of project ownership from ideation to implementation, effectively balancing strategic initiatives with day-to-day team management responsibilities
  • Collaborative by nature, with strong interpersonal skills, fostering curiosity-driven conversations focused on driving outcomes for both teams and the business

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