Customer Support Manager

Department: Customer Service (Mimeo Photos)

Employment Type: Full Time

Location: Memphis, TN

Description

Key Responsibilities

• Lead the Support Team for Mimeo Photos and collaborate with Mimeo Photos leadership in order to drive customer retention through positive support outcomes. 
• Assist in recruiting a world-class team of support professionals.
• Continuously evaluate performance and provide ongoing feedback, coaching and development to ensure the delivery of world class service experiences for customers and career growth opportunities for team members. 
• Inspire and encourage the team to build a loyal customer base. 
• Act as day to day point of escalation for incident and problem resolution by directly answering questions, capturing complaints, and gathering feedback from existing and prospective customers.
• Assist in building metric dashboards and publish reports on a daily, weekly, monthly basis.
• Implement feedback and continuous Improvement processes to drive a culture of continuous improvement while simultaneously increasing quality and efficiency.
• Identify process improvement opportunities and lead the initiatives to improve processes

Skills Knowledge and Expertise

• 5 years experience in a Direct-to-Consumer global customer service environment - including highly technical support teams (chat and email based).
• Consistent track record of customer reported excellence across multiple products and technologies. 
• Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience. 
• Exceptional written and verbal communication skills with deep understanding of varied global communication styles. 
• Strong relationship building and high emotional intelligence.
• Proven ability to thrive in a high growth, global, virtual environment.
• Subject Matter Expert in online support practices, processes and skills.
• Flexibility in working with international teams during U.S. hours.
• Familiarity with ticketing systems, particularly HubSpot CRM.
• Working knowledge of chat services, such as Intercom or similar tools.
• Excellent problem-solving and critical thinking skills.
• Curiosity and an eagerness to learn and share knowledge.
• Easy access to the Memphis production plant is required. Working at the plant location 1-2 days a week will be necessary.

• Patience and empathy - Will empathize with the customer and strive for a deeper understanding of the customer's needs.
• Innovative Thinking - Develops novel, value-creating solutions that improve business results, ability to reverse engineer problems and identify root causes.
• Attention to Detail - Delivers professional, error-free, high-quality work that consistently meets and exceeds expectations. Ability to read between the lines when vague information is given.
• Technical Expertise - Proactively advances knowledge base and skill set through continual learning activities and assuming assignments of greater responsibility
• Initiative - Consistently seeks to improve performance and demonstrates personal investment in optimizing organizational outcomes
• Accountability - Furthers organizational progress by achieving personal goals that are above and beyond expectations.
• Team Development - Develops a highly motivated and diverse team for optimal performance
• Leadership - Establishes an energized and action-oriented atmosphere where people are motivated and focused on achieving goals and objectives

Benefits