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Senior Manager, Customer Support (Remote)
Posted on 7/14/2022
INACTIVE
Locations
Chattanooga, TN, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Data Analysis
Salesforce
Tableau
Excel/Numbers/Sheets
Zendesk
Requirements
  • Leading and mentoring a team of Move Support Associates and Team Leads, ensuring a best-in-class customer service experience for our customers and our Moving Pros
  • Managing to metrics: Consistently evaluate what to measure, how to measure, set performance targets, and provide feedback to close that loop through process and tooling improvement, training, and coaching
  • Driving a high-quality support experience. Ensure all calls, chats, emails, and SMS conversations are resolved according to quality standards
  • Solving problems relentlessly. Clearing blockers for your team, engaging cross-functional stakeholders when needed to solve operational and customer experience pain points, and drive continuous improvement within the Move Support team and the company
  • Building better Support tools and processes. Working closely with the Director, Customer Operations to ensure tooling and processes are meeting operational and reporting needs. Supporting and upholding company values and policies
  • Experience working on high-performing, rapidly-growing customer service teams
  • Strong understanding of call center operations and what makes a high-quality customer experience
  • 8+ years of customer support/call center experience, ideally in consumer marketplace technology
  • Ability to aggregate and analyze data to inform priorities and critical decisions
  • Experience working with native dashboards and reporting in Salesforce, Tableau, Zendesk, etc. as well as ad hoc data analysis in Google Sheets or Excel
  • Demonstrated experience managing to metrics and improving team performance through organizational change
  • Excellent communication skills and ability to connect with and motivate team members at varying skill and experience levels
  • Experience working closely with product and technical teams
  • Demonstrated ability to effectively and independently identify, prioritize, and manage multiple concurrent workstreams in a rapidly-changing environment with minimal guidance
Responsibilities
  • CSAT
  • ESAT
  • SLA achievement by channel: First Reply Time, Call Wait Time, Full Resolution Time
  • Makewell rate
Bellhops

201-500 employees

Book movers and moving help online
Company Overview
Bellhop exists to get people to that moment of relief and satisfaction, that moment when they know they’re home.
Benefits
  • Perks and benefits - Including paid maternity and paternity leave, health insurance plans, and equity options.
  • Balance - Unlimited PTO (with a two-week minimum annually) plus paid federal holidays to ensure you get the time you need to rest and reset.
  • Flexibility - Work from home, a coffeeshop, or on a road trip. We stay flexible because we understand life moves fast.
  • Growth - From online workshops to conferences, we provide opportunities for your professional growth.
  • Community - We recognize that people work for people–not for companies. So, we invest in our teams to make sure they stay close even while working remotely.
Company Values
  • Servant's Heart - We’re devoted to caring for others by putting them first and treating them as we’d like to be treated. We approach life with optimism, energy, and lightheartedness. We always give more than we take.
  • Innovators's Mind - We’re driven to identify opportunities and create solutions to better serve our customers. We learn from mistakes quickly.
  • Winning Drive - We’re committed to get things done the right way even if it’s the hard way. We relentlessly raise the bar in our efforts.