Customer Support

• Understand operational goals, objectives, policies, procedures, and work standards for day-to-day activities.
• The first line of escalation is to aid and provide guidance for Internal and External Clients.
• Foster an environment of continuous training to aid staff and team performance.
• Motivate staff by setting a positive example of work ethics and attitude to ensure we provide excellent customer service.
• Oversee and guide Team Members actively in training while working closely with the Supervisor.
• Evaluate training effectiveness and identify areas of improvement with the Supervisor.
• Escalate any training concerns to the Supervisor.
• Schedule regular meetings with trainees to provide guidance and/or direction.
• Keep up-to-date records of trainee progress through the assigned system of record.
• Assist with completing 90-day reviews for trainees.
• Assist Supervisor when necessary, overseeing the day-to-day management of the shift including but not limited to: Time Management, End of Shift Summary Report, Postmortems, and RFOs for Gap Analysis if applicable, Quality Assurance, Shift Meetings/Debriefs, and other relevant department duties assigned by Management.

Customer Support Level 2 Coordinator

Senior Director, Customer Service

Customer Support Specialist – Payment Processing

Customer Support Specialist

Manager, Customer Experience