Manager, Technical Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

This position is responsible for the coaching and development of a team of supervisors in a dynamic contact center environment. The manager is accountable for meeting and exceeding departmental and contact center goals. This position is responsible for the management of technical support staff including all activities that contribute to ensuring customers receive the best service possible.

Primary Responsibilities:

• Hiring, training, coaching, and leading contact center representatives as they provide support for customers

• Provide direct oversight for the Supervisor level within the Support Team

• Leading team meetings, asking questions to better understand the calls that representatives receive, educating, and coaching workers regarding processes and practices, and explaining expectations to employees

• Assisting other management team members in identifying trends and establishing contact center goals

• Conducting effective resource planning to maximize the productivity of resources (people, technology, team structure, call flow, etc.)

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed

• Establish and implement metric driven employee scorecards to be reviewed with representatives on a recurring basis and coaching where the representative may be falling short

• Handling and resolving complex customer complaints. Resolving any customer issues or other contact center problems that occur

• Able to identify call reduction initiatives that do not impact customer service levels and implement resolution opportunities that reduce transactional call volumes

• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

• Monitor and improve call/email quality and establish quality handling guidelines

• Taking on other tasks or projects to support employees, other managers, and contact center operations

• Possess the skill set to migrate documentation into a functioning knowledge base (systemic approach)

• Ability to implement more formal training, as the start of establishing a formalized training program

• Partner with other department leaders and business stakeholders

Primary Qualifications:

• Proven experience as contact center manager or similar position

• College degree or equivalent work experience

• Proficient in Salesforce as a CRM (or an equivalent CRM/ticketing system), Zoom contact center system (or an equivalent phone system), and MS Office

• Experience migrating CRM/ticketing and phone systems

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

• Knowledge of management principles and familiarity with company products, services, and policies

• Strong coaching and leadership skills, ability to motivate employees

• Decisiveness and attention to detail

• Polite, professional phone voice

• (Preferred) automative or quick lube industry experience

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.