Essential Job Duties

• Lead, coach, support, and mentor Technical Customer Care staff to ensure enhanced performance, growth and development, including monitoring and managing ticket system queues to ensure timely resolutions of assigned tickets.
• Communicate clearly and effectively, aligning team members to organizational goals and SLAs.
• Address escalations and supervisor calls.
• Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines.
• Deliver performance evaluations and follow the disciplinary process according to company policy.
• Work with Quality Assurance to understand technical support specialist opportunities for improvement and address through on-going coaching and performance development.
• Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
• Supervise, interview, and hire a staff of Technical Customer Care representatives.
• Cultivate a positive company culture focused on collaboration and team building.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements.

•         None

Required Education, Experience, Certifications and Skills

• 3+ years of experience in managing a technical customer care team.
• Excellent customer service, communication skills and proficiency in Salesforce.
• Strong organizational skills and ability to manage priorities and workflow.
• Detail oriented with strong technical skills.
• Demonstrated team building and leadership skills.
• Ability to balance department efficiency and excellent customer service.
• Leadership abilities to lead and motivate a team towards shared goals.
• Proven interpersonal, collaborative, and relationship building skills.
• Passionate about customer service and delivering value to customers.
• Ability to work assigned shifts including Saturday or Sunday, if appliable, from our Minneapolis, MN location.
• Experience with SMB / non-tech savvy personas a plus.
• Experience supporting software that offers a freemium platform a plus.