Customer Support Supervisor

Department: Support

Employment Type: Permanent - Full Time

Location: Clearwater

Compensation: $60,000 - $65,000 / year

Description

Enumerate is hiring a Customer Support Supervisor. This role will support the company's customer support activities by directing and overseeing team members, training customer support representatives, resolving escalated customer questions or complaints, and developing programs and procedures to enhance productivity and performance. An ideal candidate will deliver outstanding customer support and train others to do so as well. This position balances direct customer support with team coordination and oversight. 

Key Responsibilities

• Track and Report Performance: Measure support team performance against objectives and goals, including quality, first response times, and customer satisfaction. Generate and analyze performance reports. 
• Effective Communication: Communicate clearly and effectively with employees and customers via phone and email. 
• Follow and Relay Instructions: Proficiently follow instructions and relay them accurately to team members. 
• Promote Teamwork and Development: Foster teamwork and professional development through consistent interaction, effective coaching, and creating an engaging team environment. 
• Develop Solutions: Use personal judgment and initiative to develop constructive solutions to challenges and obstacles. 
• Ensure Quality Service Delivery: Communicate with customers, partners, and other departments to ensure the delivery of high-quality service and maintain customer satisfaction. 

Skills, Knowledge & Expertise

• 5+ yeas as a Customer Support leader
• Experience with Zendesk or other CRM  
• Experience with Microsoft Excel and Word  
• Strong collaborative and teamwork skills 
• Excellent Time Management and Organizational Skills 
• Excellent team coaching and mentorship  
• Proven time management skills. 

Job Benefits

TBD