Manager, Customer Support

Summary/objective

As a Customer Support Manager, you are responsible for maintaining the daily activities, and providing leadership to a team of 8-12 Customer Support Representatives. The Manager will provide day-to-day coaching, guidance and leadership to the Customer Support Staff. The Manager will also assist in developing, deploying and maintaining standard operating procedures to meet the company's mission, vision and values regarding customer support.

Core Job Duties

• Lead daily activities of the team to guarantee that all work is completed timely with attention to detail to meet quality standards and goals
• Monitors & reviews calls and other correspondence between representatives and customers
• Manage escalated issues and provide direction
• Ensures that representatives are informed about changes to company products & services
• Develop staff by managing performance, setting goals, providing ongoing training and maintaining strong employee relationships.
• Participates in the interview process with the Senior Customer Support Manager.

Minimum Qualifications

• High School diploma
• 3-4 years in a high-volume payroll role with customer-facing responsibilities
• Knowledge of federal and multi-state payroll/benefit laws
• Strong leadership and interpersonal skills, flexibility, and customer service oriented
• Strong knowledge of computer software applications (i.e. Microsoft Outlook, Explorer, Word, Excel, and Power Point)

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.
isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.