Customer Support

• Supervise and support a team of customer service representatives (at least 10)
• Manage escalated customer issues
• Provide hands-on support by processing customer inquiries (calls, chats and emails) during periods of high volume
• Act as a subject matter expert, providing nuanced solutions to complex customer issues using product knowledge and company policies
• Support the well-being and performance of direct reports, including development, mentoring, and career coaching
• Cultivate a positive and engaging team environment
• Foster an inclusive, supportive environment that embraces diversity
• Keep the service team informed and aligned by communicating Sprint updates, bug fixes, and company news
• Analyze weekly reports to measure individual and team performance, identifying trends and areas for improvement

MOO

Customer Service Supervisor