Manager - Partner Support

The Partner Support team at Brandmuscle is responsible for overseeing support efforts for clients using our software. We offer phone, email, and chat channels for clients to reach out to us, ensuring that acceptable service levels are met and exceeded. As a Manager, Partner Support, you will be crucial to the success of our Partner Support team. You will work closely with corporate stakeholders, franchisees, and dealers to provide effective and results-oriented support. Your role involves providing on-site coaching and training to team members, collaborating with internal departments to communicate program updates, and policy changes effectively. Key Responsibilities: - Provide day-to-day leadership to the Partner Support team, ensuring all support service level metrics are achieved - Identify opportunities to enhance the support process and equip team members with necessary tools and training - Engage with corporate clients to introduce and implement local marketing services - Collaborate with cross-functional teams to drive business targets and achieve shared goals - Track performance metrics, analyze individual activity, productivity, and provide necessary coaching and development - Present training programs and define career paths for team members - Respond to customer inquiries via calls, chats, and emails, resolving issues and ensuring a positive customer experience - Offer feedback to clients, contribute to strategic leadership, idea sharing, and proactive initiatives - Manage the team by hiring, training, and supervising customer support representatives - Measure performance, monitor progress, and report to upper management - Develop and review quality control processes, review interactions, and provide feedback for service improvement - Provide training and upskilling opportunities for team members Requirements: - Bachelor's degree - Proficiency in customer service via email, chat, and calls - Excellent verbal and written communication skills - Detail-oriented and client service-focused - Proficient in Microsoft Office products (Excel, PowerPoint, Outlook) - Strong organizational skills - Ability to manage escalation paths - Willingness to work in a 24/7 environment and weekends as per business requirements Experience: - Minimum of 5 years of management experience in a customer support environment - Experience with Zendesk, Salesforce, Workforce Management is recommended This role offers an exciting opportunity to lead a dynamic team and drive excellence in customer support at Brandmuscle. Join us in providing exceptional service to our clients and stakeholders.,