Customer Support Manager

About the role:

Ethos India is seeking an experienced lead to support and scale our revenue leadership and process excellence team at Ethos. They will own the vision, strategy, and roadmap for enhancing overall operations and revenue enhancement experience. This person will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1s, and a partnership with US based CX managers. This role will work with US-based team members and use process excellence strategies to drive improvement across all operations/delivery teams. You will also be responsible for hiring, planning, and implementing scalable solutions that support the development and growth of the organization. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping scale the customer experience organization. 

Duties and Responsibilities:

• Lead and manage day-to-day Customer Support team operations
• Develop and execute effective customer support and policy servicing procedures, policies, and standards
• Partner with the Head of CX to develop relevant goals and objectives then work with the team to meet them on a consistent basis
• Monitor relevant customer support metrics and prepare reports
• Act as liaison between Customer Support and Sales, UW, and other cross-functional partners
• Gather, document, and communicate relevant product, marketing, and business updates to the customer support team. 
• Recruit, hire, mentor, and develop customer support agents 
• Create and nurture a work environment and team culture where agents can excel
• Stay informed on the latest industry best practices, strategies, and methods

Qualifications and Skills:

• 5+ years in customer experience or customer support, 2+ years of experience managing a customer support team and operations
• Extensive knowledge of customer support trends and new technology
• Sharp focus on execution and an owner mentality with a track record of delivering success in a timely manner
• Data oriented decision making skills and great intuition for customer experience
• Outstanding written and verbal communication skills. 
• Excellent leadership and interpersonal skills.

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