Customer Support Manager

The Customer Support Manager is responsible for establishing and maintaining a best-in-class customer experience for users of the MyCarrier solution. This is accomplished by ensuring a high-level of customer satisfaction while maintaining efficient operating processes for the support function. The Customer Support Manager will maintain a deep understanding of the technical intricacies of the MyCarrier solution. The Customer Support Manager will manage a team of customer support representatives and will train this team to provide the highest standards of customer service.  

Essential Functions:  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Manages day-to-day operations in the Customer Support department 

• Manages, train, and mentor Customer Support team members, ensuring efficiency, professionalism and establishing a customer-obsessed culture to meet business needs 

• Manages employee timecards and process time off requests  

• Develops and implements effective customer support procedures, policies, and standards 

• Maintains accurate files and records for the customer support function in an organized manner 

• Manages the onboarding of new Customer Support employees and develops their expertise to meet department and company needs 

• Works with Leadership to establish Customer Support KPI’s and work with the Customer Support team to meet them on a consistent basis 

• Tracks and report KPI’s regularly to Leadership 

• Track and report escalated and resolved technical issues weekly to Customer Support and Customer Success 

• Track and report website latency daily to executives 

• Stay informed on the latest industry techniques and methods, refining best practices as needed 

• Mediate customer escalations from customer support by clarifying and documenting the customer's issue(s), selecting and explaining the best solution, and following up to ensure resolution and customer satisfaction 

• Document system bugs and other potential issues and communicate issues to the product and engineering teams within AzureDevOps 

• Escalates issues to the appropriate team for coordination and timely resolution 

• Correlates with the product and engineering team regarding new API carrier requests and rollouts 

• Manages and triages new carrier requests to API service provider 

• Manages carriers in MyCarrier system 

1. Manage Carrier Pro Blocks 

1. Manage Carrier Instructions 

1. Manage/Update carrier setups in Manage Carriers 

• Incident Communicator 

1. Create and send external communications 

1. Create and send internal communications 

1. Create call and work with development team during outage 

1. Post customer-facing messaging during outages 

1. Send comms early and often throughout the duration of the incident 

• Manages any severe partner carrier-specific issues, and communicate with carrier technical contacts 

• Ensure efficiency of Customer Support activities by creating and managing Macros in Intercom 

• Manages the “Articles” function of Intercom, working with various groups to ensure that proper documentation of knowledge-based articles is created, maintained and efficiently utilized by customer support team members 

• Manages the automation function of Intercom, to provide customers with a self-service experience while maintaining a high-level of customer satisfaction. 

• Manage the level 2 ticketing system, Zendesk. 

• Work with API service provider to establish priority on escalated tickets. 

• Identify areas of opportunity for the department  

• Support activities to meet established KPI requirements during high volume periods 

• Other duties as assigned 

Knowledge, Skills, and Abilities: 

• Strong leadership skills  

• Strong time management skills with a proven ability to meet deadlines 

• Strong attention to detail with a focus on quality 

• Strong problem solving and analysis skills 

• Ability to multi-task and function well in a high-paced and at times stressful environment 

• Self-motivated and results driven mindset 

• Must be an excellent listener 

• Excellent verbal and written communication skills 

• Excellen