Description
I’m looking for someone (is it you?) to lead our Customer Support function—the people, processes, and performance.
You have experience hiring, onboarding and managing Customer Support (CS) Reps and can look at our current systems and identify how to streamline processes & automate tasks.
You can lead a team to process large volumes of inbound customer service requests with efficiency and with empathy. You learn and move quickly and are the pinnacle of organization, flow, and closing loops.
You are able to work inside of our customer service software, respond to tickets, call clients and make sure every client experience is wonderful.
Here’s what your first 60 days will look like:
Month 1:
- Audit and map out our existing Customer Support function (people, processes, performance)
- Create a vision for our CS function—what’s possible with this function that we are missing?
- Create a plan for improvement & optimization
- Create SOPs for the CS function (people, processes, performance)
- Start working inside our customer support software, begin talking to clients, responding to tickets, answering phone calls etc!
Month 2:
- Create a process for hiring, onboarding, and managing Customer Support Reps
- Hire, onboard, & train new hires
- Create performance metrics for each person and the CS Team
- Offer ongoing training and regular support to help CS Reps improve
- Create a weekly report that tracks performance and include qualitative insights that can be used to improve the product, marketing, or sales
About You:
You are insanely organized and addicted to getting things done.
Your natural instinct is to create processes around everything you do—partly because you know the faster you document a task, the sooner you can automate, delegate, or eliminate it.
You are focused. You’re excellent at seeing a task through to completion before moving onto something else.
When you don’t understand something, you try to figure it out on your own first because you’re savvy & resourceful. If you’re still uncertain, you request help without hesitation.
- “You down with SOP? Yeah you know me!”—You love creating SOPs (Standard Operating Procedures) to make our systems repeatable & scalable.
- Your love language is organization & processes. We never question the status of Customer Support because you keep real-time metrics and documentation on all projects.
- You have experience training CS Reps to process hundreds of inbound customer service requests daily—including praise, sales questions, payment questions & disputes—seamlessly, quickly, and with professionalism & personality.
- You can learn a new software faster than I can say “new software” and you’re a systems extraordinaire. You can look at our current systems and identify how to automate tasks we’ve been doing manually for months.
- You’re driven by metrics. You know that you can’t improve something unless you measure it, so you develop ways to measure CS performance so we’re always improving.
- You’re obsessed with getting things done. If a task is unfinished or unaccounted for, you’re not sleeping until it’s scheduled or complete.
- Timeliness and deadlines are your jam. When we have a team call at 10:00am, you show up at 9:55am. When the deadline is Tue at 5:30pm, you have it done by Mon at 9:30am.
- You communicate clearly and confidently. If you disagree with something, you communicate that without hesitation.
- One of your superpowers is customer empathy, and you can train CS Reps to transmit that through their responses.
- You have experience creating decision trees, refund policies, and saved replies that boost sales and save that day.
- You have experience creating a dashboard where CS Team performance is clear.
- Excel & Spreadsheets excite you. When you hear VLOOKUP, you do a happy dance. And if you don’t know how to do it, you’re hopping on YouTube or popping into a forum to figure it out in a jiffy.
Requirements
- Customer Support Experience
- Processing tickets on a Customer Support platform (Zendesk experience is ideal)
- Processing in-app messages, such as ManyChat, Intercom, and other live chat applications
- Handling payment disputes (knowledge of Stripe & PayPal are ideal)
- Setting up automation as it relates to CS (ActiveCampaign & Clickfunnels experience is ideal)
- Experience with a Task Manager (Asana experience is ideal)
- Creating SOPs (Standard Operating Procedures)
Job Types: Contract, Full-time
Pay: $39,144.00 - $60,000.00 per year
Schedule:
Education:
Experience:
- Microsoft Office: 1 year (Preferred)
- Customer Service: 1 year (Preferred)
Contract Length:
Contract Renewal:
Work Location:
Company's website:
Company's Facebook page:
- https://www.facebook.com/KarlaDennisandAssociates
COVID-19 Precaution(s):
Work Location: Remote