Zeal

Customer Support

• Manage and coach support team, including recruiting, onboarding, mentoring, performance evaluations, 1:1s, and coaching.
• Oversee day-to-day support operations, manage support queues, ensure coverage during peak hours and 24/7 operations as needed.
• Optimize workflows and leverage automation to improve handling times and customer experience.
• Monitor KPIs such as First Response Time (FRT), Resolution Time, CSAT, SLA adherence, NPS, and resolution rates.
• Implement QA programs, review agent conversations, provide feedback, and train team on new product features, processes, and compliance.
• Act as escalation point for complex merchant-related issues and design/maintain knowledge bases, workflows, and training modules.
• Gather/analyze merchant feedback, represent voice of the customer to product and operations, and implement initiatives to enhance satisfaction and retention.
• Track and analyze churn indicators and sentiment trends; prepare reports for leadership with trends, insights, and recommendations.
• Collaborate with sales, account management, product, and operations to refine processes and resolve systemic challenges.

Customer Support Manager