Job Details
The Manager of Customer Support will lead a team of customer service representatives to deliver exceptional client support. Responsibilities include daily team coaching, addressing complex inquiries, and serving as the escalation point for support and payment issues. The Manager will research pricing, identify obstacles to customer satisfaction, and cultivate a customer-centric culture to drive account growth and retention. This position is a hybrid role based in Atlanta, GA.
What You Will Do:
- Recruit, train, and manage customer support professionals, providing constructive feedback and fostering a collaborative, positive work environment.
- Develop and implement strategies to enhance customer experience, proactively address issues, and ensure prompt resolution and satisfaction.
- Analyze reports, identify customer pain points and trends, and use data insights to drive decision-making and recommend service improvements.
- Conduct training sessions, stay informed about industry trends, and oversee scheduling to ensure adequate resources for top performance.
- Foster a team environment focused on quality, continuous improvement, employee retention, and teamwork that values diversity and collaboration.
What You Bring: - 8+ years of customer service experience in payments, or banking
- Experience managing people and leading a team - hiring, performance issues, team motivation, attrition management, mentoring, career progressions, etc
- Proven track record of delivering exceptional, hands-on customer service and driving customer satisfaction with an eye on retention and growth.
- Experience measuring KPI's and using data to drive improvements in the customer experience.
- Understanding of metric reporting and ability to correlate numerical results to agent behavior.
- Strong analytical, verbal, and written communication skills
- Excellent people management and interpersonal skills
- Experience managing multiple projects and meeting deadlines.
- Ability to communicate and lead across different teams.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Salesforce preferred)