Internal recruitment process | Customer Support Manager
GovAssist
contract
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Entry Level
About the role
- Lead, mentor, and support a team of customer support agents to meet and exceed performance targets;\n
- Manage scheduling, workload distribution, and agent availability to ensure optimal coverage;\n
- Review agent performance through KPIs and Hubstaff activity, providing actionable feedback and managing offboarding or promotions in coordination with HR and Support Management;\n
- Handle escalated client interactions only when escalated beyond L2 or upon explicit client request to speak with a manager;\n
- Oversee ticketing queue management: prioritize urgent matters, report Autopilot inconsistencies;\n
- Ensure L2 agents are empowered to provide frontline guidance, stepping in only when operational or broader action is required;\n
- Identify and report system or procedural errors, and submit actionable recommendations for improving operational workflows;\n
- Collaborate with cross-functional teams (HR, Finance, Tech) to ensure smooth operations and resolve any inter-departmental issues;\n
- Communicate procedural updates and escalations to Support Management, contributing to continuous process improvements;\n
- Support agents with simple technical queries and ensure the smooth and efficient use of internal tools (Zendesk, UCC, etc.);\n
- Handle crisis situations, including reporting emergencies via designated channels and facilitating client compensation when applicable;\n
- Assist with payment-related matters as required and ensure timely coordination with Finance or relevant Support Management.
Requirements
- Minimum of 1 year and three months (15 months) as a GovAssist team member;\n
- Flexibility to work during Shift 2 and/or Shift 3 as required;\n
- Solid understanding of business operations and risk management in customer support;\n
- Strong leadership and coaching skills with a focus on agent development and performance management;\n
- Proven ability to manage high-stress situations, escalations, and competing priorities effectively;\n
- Track record of driving process improvements and implementing operational standards;\n
- Technically proficient with Zendesk, Hubstaff, UCC, and Jira (or similar tools);\n
- Excellent decision-making and problem-solving abilities;\n
- Previous management experience in a similar role is highly desirable.