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Customer Contact Center Manager Ii (Trust & Safety)
Posted on 3/15/2022
San Antonio, TX, USA
Experience Level
Desired Skills
  • 3+ years of experience in a senior leadership role where your responsibilities included managing other leaders
  • 5-7 years experience managing or leading teams in contact center operations
  • Excellent written and verbal communication skills
  • Comfortable operating in a dynamic and fast-paced environment with strong problem-solving and analytical skills
  • Ability to handle escalated customer issues including emergency situations involving significant risk
  • Ability to support with executive level customer escalations involving high stakes emergency situations
  • Experience with Zendesk, Talkdesk, or similar customer management tools
  • Experience using data to make strategic business decisions
  • Bachelor's degree or equivalent experience
  • Recruit, hire, develop and performance manage a team of 3-5 frontline managers supporting customers with resolution of a wide-range of issues, including emergency issues that pose significant risk to the company, users, and animal safety
  • Identify opportunities to improve current processes in order to increase operational efficiency, customer satisfaction and the employee experience
  • Experience supporting leaders and customers with high stakes emergency situations
  • Collaborate with Workforce Management to ensure schedules are being optimized, and new hire class needs are being evaluated monthly to meet service level objectives; both for projected volume increases, but also planned attrition
  • Manage staff and schedule adherence to ensure compliance with established SLAs for all channels of support; non-compliance with SLAs has a negative financial impact to the organization
  • Deliver excellent customer support through various channels including live chat, email, and phone support
  • Support the onboarding and training of new agents by partnering with Learning and Development
  • Collaborate with leadership to promote an environment of accountability and productivity
  • Serve as an escalation point for high priority requests or complex investigations initiated by our customers
  • Responsible for onboarding and managing underperforming employees out of the organization
  • Assemble performance reporting by collecting, analyzing, and summarizing data and trends for internal leaders as well as customer; such reporting may include standing conference calls and/or business reviews
Desired Qualifications
  • Experience at a consumer technology company
  • Experience at a startup or other fast-growth company
  • Experience in vendor management
  • Experience with process design and improvement
  • Previously used Rover.com as a pet parent or dog sitter/walker
  • Demonstrated competency with one or more analytical toolkits, including Excel, Google Sheets, and / or SQL

201-500 employees

Pet-sitting & dog-walking platform