Manager - Customer Support

Summary/objective

As a Customer Support Manager, you are responsible for maintaining the daily activities, and providing leadership to a team of 8-12 Customer Support Representatives. The Manager will provide day-to-day coaching, guidance and leadership to the Customer Support Staff. The Manager will also assist in developing, deploying and maintaining standard operating procedures to meet the companys mission, vision and values regarding customer support.

Core Job Duties

• Lead daily activities of the team to guarantee that all work is completed timely with attention to detail to meet quality standards and goals
• Monitors & reviews calls and other correspondence between representatives and customers
• Manage escalated issues and provide direction
• Ensures that representatives are informed about changes to company products & services
• Develop staff by managing performance, setting goals, providing ongoing training and maintaining strong employee relationships.
• Participates in the interview process with the Senior Customer Support Manager.

Job Complexity

• Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to determine appropriate action.

Minimum Qualifications

• High School diploma
• 3-4 years in a high-volume payroll role with customer-facing responsibilities
• Knowledge of federal and multi-state payroll/benefit laws
• Strong leadership and interpersonal skills, flexibility, and customer service oriented
• Strong knowledge of computer software applications (i.e. Microsoft Outlook, Explorer, Word, Excel, and Power Point)