Sullivan & Cromwell LLP

Customer Support Supervisor

Sullivan & Cromwell LLP

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $73,920 - $97,885 per year

About the role

  • Set specific goals and objectives for the team based on customer support KPIs to achieve immediate and short-term results
  • Organize scheduling to ensure adequate coverage for all three shifts and necessary operating hours
  • Monitor real-time operations, assign tasks and responsibilities, and provide direction to the team
  • Create and manage databases and systems for product information and common customer queries to ensure timely resolution
  • Support the implementation of system improvements in Salesforce and other reporting, tracking and database tools and provide hands-on training for smooth rollout
  • Collaborate with the Assistant Manager – Technical Support to ensure the smooth escalation and handover of customer support tickets
  • Maintain relationships with leaders across the organization (including sales, engineering, product development, operations and safety) to ensure seamless coordination, planning and alignment of shared priorities and work
  • Monitor and control expenses in line with the Global Customer Support departmental budget
  • Implement and monitor adherence to procedures, systems and tools to ensure seamless coordination, on-time resolution of tickets and customer satisfaction
  • Develop and implement incident response protocols to handle emergencies effectively
  • Respond to escalated customer issues and provide solutions
  • Track and analyze daily and weekly support trends and KPIs including response times, system uptime and ticket resolution times
  • Identify support trends and offer suggestions for improvements to enhance service quality
  • Ensure the strict observance of all relevant US and/or international safety and environmental laws, standards and requirements
  • Direct and review the work of the team to accomplish operational results
  • Support the growth and development of team members, recognize and reward their achievements and proactively train, mentor and coach team members.

Requirements

  • Minimum of three (3) years of experience in the electric power systems industry and at least two (2) years of Utility transmission and distribution exposure
  • Minimum of three (3) years experience in operations, customer service and/or engineering with success in customer-facing support services
  • Prior experience in a supervisory or managerial role with a grasp of basic management approaches
  • Hands-on experience with monitoring systems and technologies, as well as customer service ticketing frameworks
  • Customer service orientation and skills with a demonstrated commitment to customer satisfaction in every interaction
  • Aptitude for identifying issues and using analytical skills to examine data to identify effective solutions to general/routine problems
  • Demonstrated experience in CRM systems (Salesforce desirable) maintaining and leveraging data for reporting purposes
  • Efficient time management and organizational skills to prioritize tasks while handling a heavy volume of customer support tickets and ensuring smooth operations
  • Decision-making capabilities for informed and timely decisions, especially in high-pressure situations
  • Broad understanding of monitoring systems and other relevant technologies
  • Flexibility and adaptability to fast-moving situations and requirements
  • Previous experience in a 24/7 operational environment
  • Detailed knowledge of electrical utility distribution systems, power systems and associated systems.
Benefits
  • Health and Welfare Benefits: Medical & Prescription, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, Health Savings Account (HSA), Group Life Insurance, optional Supplemental Life and AD&D Insurance, Wellbeing Resources including Employee Assistance Program and Family Forming Benefits (i.e., Adoption and Fertility support)
  • Leave Benefits: Vacation Time, Sick Time, Paid Holidays and Company Shutdown days, Short-Term Disability, Long-Term Disability, Other Leaves, Paid Parental Time and Military Leave
  • Retirement Benefits: 401(k) Retirement Savings and Employee Stock Ownership Plan (KSOP) offering traditional and Roth 401(k) options and an Employee Stock Ownership Plan (ESOP) component; KSOP participants can receive annual ESOP company contributions of over 11% of eligible earnings (3% Core, up to 3.5% Match, Variable Periodic).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support KPIsdatabase managementincident response protocolsmonitoring systemscustomer service ticketing frameworksCRM systemsSalesforcedata analysistime managementoperational management
Soft Skills
leadershipcommunicationproblem-solvingcustomer service orientationanalytical skillsdecision-makingflexibilityadaptabilityorganizational skillsmentoring