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Customer Support Manager
Genesis Digital LLC Las Vegas, NV
$73k-93k (estimate)
Other | IT Outsourcing & Consulting 4 Months Ago
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Genesis Digital LLC is Hiring a Customer Support Manager Near Las Vegas, NV

About Us:

Genesis Digital, a US-based tech company specializing in SaaS, has been an industry leader since 2016 with over 50,000 active paying customers. We've created some of the most advanced SaaS platforms in their respective markets, so this is THE opportunity to work in one of the hottest tech fields at the moment.

We are a largely remote but impactful team working across Europe and North America. Particularly in the times we live in, we believe that flexibility is important in any role. For this role we are currently looking for someone based in the US in one of the following states: Florida, Georgia, Massachusetts, Maryland, Michigan, Minnesota, Missouri, Nevada, Oregon, Oklahoma, Pennsylvania, Texas, Virginia and Washington.

A Customer Support Manager at Genesis Digital is responsible for helping to build and support the Customer Support team to deliver an excellent customer experience. The Customer Support Manager will help create seamless internal processes, communication pathways and data analytics to ensure optimal success of their team. The ideal candidate for this role should be a technically savvy, solutions oriented, and people centric person that delivers world class customer support to our entire customer base. This role will oversee 30 support agents and will report directly to the Director of Customer Support.

General Responsibilities: 

  • Manage a team of 30 technical support agents and supervisors that provide customer service to two of our software’s customer base.
  • Manage and coach the Customer Support team by answering specific ticket questions, aiding in research or investigation of a customer issue, reviewing ticket quality, ensuring continuity of standard operating procedure across all employees within the department.
  • Monitor agent productivity through detailed analysis and tracking
  • Streamline internal team processes to deliver world class customer service.
  • Participate in providing a red carpet experience throughout the customer lifecycle and facilitate overall customer satisfaction in concert with Department Directors, supervisors, and agents.
  • Represent GD customers internally, reporting product behavioral issues, aiding is expanding agent knowledge, and following up to ensure escalated issues are resolved.
  • Work closely with Director CS to communicate product issues, feature requests, and overall customer sentiment across multiple channels and leadership.
  • Communication and management of outsourced/vendor teams
  • Build and maintain AI tools to support customers
  • Create and run training programs for CS to ensure that the team is trained properly to handle all customer interactions. 
  • Communicate directly with “trouble” customers, while working to de-escalate frustration.
  • Act as a trusted advisor and subject matter expert for agents for product supported, and reliable employee information resource to Director CS.
  • Help Mediate/Resolve internal conflict between staff.
  • Act as escalation point for support and higher level technical support while communicating directly with QA re: program bug reporting 
  • Create/update staffing schedules to ensure even, appropriate coverage for all shifts and outsourced teams.
  • Submit weekly Payroll documentation 
  • Assists in: Terminations, Warnings, staff remediation, delivery of PIPs, hiring process as needed, etc. 
  • Other duties as assigned by the Director of Customer Support and VP of Operations.

Requirements

  • Bachelor’s degree preferred
  • At least 1-5 years of industry and supervisory experience
  • Experience working fully remote 
  • Leadership qualities, such as motivation techniques and conflict-management
  • Time management skills, high technical aptitude for software, solutions oriented and attention to detail. 
  • Friendly, caring and knack for leaving a lasting positive impression on team members and customers.

Genesis Digital is an Equal Opportunity Employer. Genesis Digital does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Job Summary

JOB TYPE

Other

INDUSTRY

IT Outsourcing & Consulting

SALARY

$73k-93k (estimate)

POST DATE

11/24/2022

EXPIRATION DATE

12/25/2022

WEBSITE

genesisdigital.co

HEADQUARTERS

LA JOLLA, CA

SIZE

50 - 100

FOUNDED

2013

TYPE

Private

CEO

SARAH JENKINS

REVENUE

<$5M

INDUSTRY

IT Outsourcing & Consulting

Show more

Genesis Digital
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The following is the career advancement route for Customer Support Manager positions, which can be used as a reference in future career path planning. As a Customer Support Manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Manager. You can explore the career advancement for a Customer Support Manager below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Support Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Support Manager jobs

A good CSM have the affinity for multitasking with precision.

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They also had a thorough knowledge of legislation pertaining to consumer protection.

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The customer support manager must be able to work with people with different needs.

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As a Customer Support Manager having the right customer service skills and traits don't only make for happier customers, they also make the job more fun.

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Step 3: View the best colleges and universities for Customer Support Manager.

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