As a Manager of Customer Support at Blue Star Sports, you will be responsible for maintaining effective customer service for our customers by utilizing in-depth knowledge of company products, leveraging support best practice, and optimizing customer self-service. You will manage support personnel adherence to appropriate procedures, service level agreements, systems, and structure.

 

Essential Duties & Responsibilities

  • Partners with the support management team to align department policies and systems with the company's objectives
  • Directly manages a team of support personnel
  • Implements procedures and metrics pertinent to the effective and efficient operation of the Customer Support Team
  • Monitors programs and procedures to ensure on-time delivery and customer satisfaction
  • Sets, monitors and evolves performance standards to meet service goals of company
  • Coaches personnel to achieve high performance
  • Structures the training agenda for staff, including cross-training, certification programs and gamification initiatives
  • Measures team performance and makes employment decisions
  • Provides feedback to the company departments regarding impacts of product defects, system stability, feature functionality, product usage trends, and overall satisfaction
  • Provides feedback to Operations team to ensure all customers have accurate and timely information on status and/or changes
  • Acts as primary escalation point for customers and internal stakeholders
  • Forecasts capacity and implements productivity programs
  • Meets with key customers, either alone or in groups
  • Performs other related duties as assigned

 

Experience & Qualifications:

  • Bachelor’s Degree, or equivalent experience
  • 5+ years of experience in Software Support with at least 1-2 years managing a team
  • Both B2B and B2C support experience (contact center, technical help desk)
  • Working understanding of Knowledge Centered Support
  • Demonstrated ability to prioritize and manage multiple tasks
  • Utilizing highly developed communication skills, including both excellent verbal skills and accurate written communication
  • Is persistent in overcoming challenges to accomplish goals
  • Awareness of the larger business conditions that will impact day-to-day work
  • Ideal candidates would demonstrate an ability to making a difference daily, upholding commitments, being curious for knowledge, speaking up and sparking innovation
  • Ability to work constructively in a fast-paced, collaborative, matrixed team environment
  • Strong work ethic and passion for excellence
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