Manager, Customer Support Apply
At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
We are looking for an experiencedCustomer Support Managerto lead at least 2 supervisors whose teams provide outstanding customer support for multiple client programs.The primary function of this role is to provide direction and support the growth of your team members. This will include ensuring the highest level of customer service by enabling your team to deliver successful business outcomes with a focus on providing positive customer experiences. Additional responsibilities will include coaching, training, and mentoring direct reports, call auditing, monthly team, and business productivity reporting, completing, and delivering quarterly and annual performance appraisals, and ensuring all direct reports adhere to and support company policy. In addition, the Customer Support Manager will be expected to handle customer escalations and proactively communicate with customers based on customer survey results as well as provide direction and growth to employees.
Essential Duties and Responsibilities:
- Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers
- Work with Supervisors to develop a staffing plan based on call volume and ensure thatappropriate resourcesare always in place.
- Manage department workload by monitoring productivity and service quality, and ensuring team performance meets and exceeds KPIs and SLAs
- Conduct escalation outreach to customers whorequest, or need, managerial assistance
- Communicate any initiatives, operational changes, and otherimportant information to the team
- Discover training needs, help streamline existing processes, and develop new workflows ensuring that our customers needs are met above expectations
- Collaborate with peers and leadership to drive change and improvements within the Customer Support department, this includes owning and driving individual and team projects
- Apply leanmethodology to create a culture of innovative thinking and continuous improvement to achieve end-to-end objectives
- Create an inspiring team environment and culture
- Other duties as assigned
Education, Experience, Certification Requirements:
- Minimum of 8 years of experience in customer supportpreferred
- Minimum of3 years of experience managing a team
- Advanced knowledgeof working with Microsoft Office products
- Experience with Salesforce/Service Cloud is a plus
- Proven aptitude to quickly understand business models and metrics
- Strong leadership skills withdemonstrated ability to innovate, make decisions, influence, and motivate others
- High energy and positive, \\\"get it done\\\" attitude
- Impeccable interpersonal, organizational, problem-solving, and leadership skills
- Amazing written and verbal skills -you're able to articulate clearly and concisely, even during escalated interactions
- You'reempathetic, able to feel the emotions of others and diffuse tough situations
Why you will love working at TreviPay:
- Paid parental leave
- Generous paid time off
- Medical, dental, vision, FSA, Life/AD&D, long and short term disability
- 401K matching
- Employee referral program
At TreviPay we believe:
- in saying yes to unique and challenging requirements
- empowered team members are creative team members
- our products make the customers day just a little bit better
- work/life balance makes us all more effective
TreviPay is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants.
Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please
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Recommended Skills
- Business Model
- Business Process Improvement
- Cloud Computing
- Customer Experience
- Customer Service
- Leadership
