Customer Support Manager

Job Description

Responsibilities: Providing day-to-day leadership to Brandmuscle (An ansira company) local marketing support team, helping to ensure that all support service level metrics are being achieved Identifying opportunities to improve the support process and ensure that all team members have the tools and training necessary to meet the needs of Brandmuscle (An ansira company).clients Working directly with Brandmuscle corporate clients to manage the introduction and implementation of Brandmuscles local marketing services Working with cross-functional team members to drive business targets and deliver on shared team goals Tracking performance metrics and analyzing individual activity, productivity and pacing (call reviews, scoring, coaching, development, performance improvement) Presenting a training program and defined career path Respond to customer inquiries, resolve problems, and provide a positive customer experience Providing feedback to client and taking part in strategic leadership, idea sharing and proactive initiatives Team management: Hire, train, and supervise customer service representatives Performance measurement: Compile and analyze data to measure performance, monitor progress, and report to upper management Quality assurance: Develop quality control processes, monitor interactions, and provide feedback to improve service delivery Training: Provide training and upskilling opportunities for team members Requirements Bachelors degree required Familiarity with a variety of approaches to provided customer service through email, chat, and inbound/outbound calls Superior communication skills, both verbal and written Detail- and client service-oriented Well-versed in use of Microsoft Office products (Excel, PowerPoint, Outlook) Excellent organizational skills Ability to manage escalation path