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Customer Support Team Manager
Job Summary
A company is looking for a Customer Support Team Manager to lead and develop a team of Customer Specialists.
Key Responsibilities
- Lead, mentor, and develop a team focused on investigating repeat call root causes and generating actionable insights
- Evaluate and champion data-driven recommendations for process improvements to address key repeat call drivers
- Drive cross-functional collaboration and manage team performance using KPIs focused on quality analysis and repeat call reduction
Required Qualifications
- 5 years of experience in Internet Service Provider (ISP) operations
- 3 years of supervisory experience in a customer-facing environment
- Experience in contact center or customer service
- Experience conducting data analysis and process improvement initiatives
- Ability to work non-standard hours including nights, weekends, and holidays
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COMPLETE JOB DESCRIPTION
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