The Customer Support Manager is responsible for establishing and maintaining a best-in-class customer experience for users of the MyCarrier solution. This is accomplished by ensuring a high-level of customer satisfaction while maintaining efficient operating processes for the support function. The Customer Support Manager will maintain a deep understanding of the technical intricacies of the MyCarrier solution. The Customer Support Manager will manage a team of customer support representatives and will train this team to provide the highest standards of customer service.

Essential Functions:

• Manages day-to-day operations in the Customer Support department
• Manages, train, and mentor Customer Support team members, ensuring efficiency, professionalism and establishing a customer-obsessed culture to meet business needs
• Manages employee timecards and process time off requests 
• Develops and implements effective customer support procedures, policies, and standards
• Maintains accurate files and records for the customer support function in an organized manner
• Manages the onboarding of new Customer Support employees and develops their expertise to meet department and company needs
• Works with Leadership to establish Customer Support KPI’s and work with the Customer Support team to meet them on a consistent basis
• Tracks and report KPI’s regularly to Leadership
• Track and report escalated and resolved technical issues weekly to Customer Support and Customer Success
• Track and report website latency daily to executives
• Stay informed on the latest industry techniques and methods, refining best practices as needed
• Mediate customer escalations from customer support by clarifying and documenting the customer’s issue(s), selecting and explaining the best solution, and following up to ensure resolution and customer satisfaction
• Document system bugs and other potential issues and communicate issues to the product and engineering teams within AzureDevOps
• Escalates issues to the appropriate team for coordination and timely resolution
• Correlates with the product and engineering team regarding new API carrier requests and rollouts
• Manages and triages new carrier requests to API service provider
• Manages carriers in MyCarrier system, Carrier Pro Blocks, Carrier Instructions
• Manage/Update carrier setups in Manage Carriers
• Incident Communicator: Create and send external communications, Create and send internal communications, Create call and work with development team during outage
• Post customer-facing messaging during outages
• Send comms early and often throughout the duration of the incident
• Manages any severe partner carrier-specific issues, and communicate with carrier technical contacts
• Ensure efficiency of Customer Support activities by creating and managing Macros in Intercom
• Manages the “Articles” function of Intercom, working with various groups to ensure that proper documentation of knowledge-based articles is created, maintained and efficiently utilized by customer support team members
• Manages the automation function of Intercom, to provide customers with a self-service experience while maintaining a high-level of customer satisfaction.
• Manage the level 2 ticketing system, Zendesk.
• Work with API service provider to establish priority on escalated tickets.
• Identify areas of opportunity for the department 
• Support activities to meet established KPI requirements during high volume periods

Knowledge, Skills, and Abilities:

• Strong leadership skills 
• Strong time management skills with a proven ability to meet deadlines
• Strong attention to detail with a focus on quality
• Strong problem solving and analysis skills
• Ability to multi-task and function well in a high-paced and at times stressful environment
• Self-motivated and results driven mindset
• Must be an excellent listener
• Excellent verbal and written communication skills
• Excellent mediation and conflict resolution skills
• Excellent knowledge of customer service best practices
• Highly proficient with computers and common software applications (MS office, Adobe)

Education and Experience:

• 2+ years of experience in a management or supervisory role
• 2+ year customer support, technical support, or related experience 
• 2+ years Call Center experience preferred
• Experience with a ticketing system, such as Zendesk
• Transportation or logistics experience is a plus