Partner Support Manager

We are looking for an exceptional Partner Support Manager who is passionate about the Customer and Employee Experience, and who has the ability to deliver impact and innovation. 

The primary objective of this role is to deliver the best-in-class customer experience, and build brand loyalty while ensuring the contact center operations runs effectively and efficiently across all channels and all regions.

The ideal candidate will possess both an optimization background and people management experience that enables him/her to develop high-performing teams, ensure high quality, and create a proactive, positive, and engaging culture for both support teams and our partners. 

Key Responsibilities

• Improve partners' support experience and achieve customer expectations.
• Develop a trusted advisory relationship with our partners by demonstrating knowledge of Property Finder’s products and services, and a deep understanding of our partners’ needs
• Provide day-to-day support for partner support teams, ensuring they have what they need to be successful.
• Lead initiatives that improve our partners' experience and improve support efficiency 
• Drive a resolution-focused environment to ensure customer satisfaction
• Take ownership of partners' escalations and follow problems through to resolution with an eye to prevent repeated complaints
• Design and Implement partner support processes and procedures
• Constantly review and analyze key business metrics and proactively implement corrective action plans. 
• Identify potential areas for improvement and prepare periodic reports on the contact center performance.
• Conduct regular capacity planning analysis, achieve the staffing plan, ensure optimum utilization of resources, and manage attrition 
• Collaborate with knowledge owners to update and manage reference materials, manuals, and contact center service FAQs.
• Measure the level of customer satisfaction by using appropriate tools and methodologies for the customer's voice.
• Work with cross-functional teams from legal, product, sales, marketing, and finance in order to ensure all processes, products, and communications are being created with the best interest of the customer in mind
• Recruit, onboard, mentor and develop support teams and nurture an environment where they can excel through engagement and empowerment
• Identify staff training and development needs and support career path development plans.