Customer Support Manager
Posted on 2/10/2023
Chicago, IL, USA
Experience Level
Desired Skills
Quality Assurance (QA)
  • 2-3 years as a frontline supervisor/lead for digital product(s)
  • Strong analytical skills and the ability to use and understand data to drive recommendations
  • Strong troubleshooting and root cause analysis skills
  • Excellent verbal and written communication skills
  • A positive and servant-leader mentality
  • Ability to delegate tasks while owning outcomes
  • Ability to think “big picture” and from a strategic perspective
  • Great people management skills
  • Experience with ZenDesk, Slack, remote work environments, etc
  • Provide day-to-day leadership for ~10 Premier Support Specialists, both within the region and across regions
  • Accountable for ensuring your team is meeting and exceeding operational and individual KPIs
  • Conduct weekly 1:1's to coach, challenge, and relationship building with your team
  • Analyze Premier organization/team metrics to identify areas for improvement
  • Communicate clear, concise, and achievable paths to success for the team as they navigate daily challenges in their role
  • Administrator of PTO, Sick Time, Leave, and other essential people-oriented tasks
  • Conduct engaging and informative team meetings that reinforce the Customer Org's strategic mission and weekly action items
  • Manage and develop the talent on your team, coaching CS Premier Support Specialists, and ensuring their essential responsibilities are accomplished successfully
  • Delivery and ownership of scheduling adjustments, credit/refund requests, intra-day queue management, QA and CSAT reviews, client escalations
  • Conduct interviews and help build a strong candidate pipeline for the growing support team
  • Partner with senior management and other teams to tackle departmental goals, and take on special projects as needed
  • Build a team culture of excellence and high achievement on a foundation of inclusion, trust, and mutual respect

501-1,000 employees

Customer experience automation platform
Company Overview
ActiveCampaign is the Customer Experience Automation (CXA) category leader.