Workforce Manager

Job Summary

A company is looking for a Workforce Manager in the United States to manage customer experience.

Key Responsibilities:

• Own and optimize the Intercom messaging platform tool, including creating workflows and maintaining bots
• Research and resolve unique complaints and escalations, collaborating with cross-functional teams for prompt fixes
• Create data-driven reports and dashboards to reduce complaint volume and improve customer satisfaction

Required Qualifications:

• 4-5+ years of experience in customer support or escalations using Intercom and Zendesk
• Experience with artificial intelligence and/or chatbot systems
• Experience in escalation support teams and managing service levels in a 24/7/365 environment
• Passion for providing exceptional customer service and ability to communicate effectively with customers, vendors, and executives
• Ability to analyze incidents impacting customers and propose solutions using critical thinking and data