Senior Manager - Customer Support
To see similar active jobs please follow this link: Remote Customer Success jobs
About the Role:
The Senior Manager, Customer Support will drive us towards a consistent customer experience leading a team of H&H internal CX Supervisors and Agents. This role is filled with people leadership responsibilities requiring excellence in high output operations coupled with a suburb customer touch.
Reporting to the Director of Customer Support, you will partner with our Training, Quality, WFM, Tech/Product and BPO teams to achieve the service levels set out by the organization. You will lead with structure, clarity and high expectations all with a people first mentality.
You Will:
Lead a team of Supervisors who lead a team of front-line agents supporting customers across multiple channels.
Act as a communication bridge between the broader business and our customer sharing information and insights in both directions.
Become a subject matter expert in a core function of our business in support of healthy growth for the business line.
Lead our journey to optimize for a perfect balance between a high level of production combined with an even higher level of quality.
Understand our goals, utilize our analytics solutions and create positive change for our agents and our customers.
Sit as part of our Customer Support leadership team planning budgets, strategy, goals, org planning and overall execution of these initiatives.
You Have:
10+ years of experience in a high-growth, people focused customer support environment including being a manager of managers.
Relevant experience in a work from home environment with a team of 100+.
Experience working in the healthcare industry, with an understanding of healthcare operations and dynamics, is a plus.
Maximum comfort in an always changing and sometimes ambiguous environment.
The relentless ability to get to answer independently while being a teamplayer first.
Preferred Qualifications:
People Management: history of successfully leading teams of people through rapid growth and change.
Customer Support: expertise in working with internal and external customer support teams of 100+ agents, ideally in a remote ecommerce environment.
Change Management: proven ability to identify opportunities for improvement, communicate for consensus and follow through to implementation.
Quality & Quantity: strong examples of being able to drive a positive customer and agent experience maximizing quality without sacrificing productivity.
Our Benefits (there are more but here are some highlights):
Competitive salary & equity compensation for full-time roles
Unlimited PTO, company holidays, and quarterly mental health days
Comprehensive health benefits including medical, dental & vision, and parental leave
Employee Stock Purchase Program (ESPP)
Employee discounts on hims & hers & Apostrophe online products
401k benefits with employer matching contribution
Offsite team retreats
#LI-Remote
About the job
Senior Manager - Customer Support
To see similar active jobs please follow this link: Remote Customer Success jobs
About the Role:
The Senior Manager, Customer Support will drive us towards a consistent customer experience leading a team of H&H internal CX Supervisors and Agents. This role is filled with people leadership responsibilities requiring excellence in high output operations coupled with a suburb customer touch.
Reporting to the Director of Customer Support, you will partner with our Training, Quality, WFM, Tech/Product and BPO teams to achieve the service levels set out by the organization. You will lead with structure, clarity and high expectations all with a people first mentality.
You Will:
Lead a team of Supervisors who lead a team of front-line agents supporting customers across multiple channels.
Act as a communication bridge between the broader business and our customer sharing information and insights in both directions.
Become a subject matter expert in a core function of our business in support of healthy growth for the business line.
Lead our journey to optimize for a perfect balance between a high level of production combined with an even higher level of quality.
Understand our goals, utilize our analytics solutions and create positive change for our agents and our customers.
Sit as part of our Customer Support leadership team planning budgets, strategy, goals, org planning and overall execution of these initiatives.
You Have:
10+ years of experience in a high-growth, people focused customer support environment including being a manager of managers.
Relevant experience in a work from home environment with a team of 100+.
Experience working in the healthcare industry, with an understanding of healthcare operations and dynamics, is a plus.
Maximum comfort in an always changing and sometimes ambiguous environment.
The relentless ability to get to answer independently while being a teamplayer first.
Preferred Qualifications:
People Management: history of successfully leading teams of people through rapid growth and change.
Customer Support: expertise in working with internal and external customer support teams of 100+ agents, ideally in a remote ecommerce environment.
Change Management: proven ability to identify opportunities for improvement, communicate for consensus and follow through to implementation.
Quality & Quantity: strong examples of being able to drive a positive customer and agent experience maximizing quality without sacrificing productivity.
Our Benefits (there are more but here are some highlights):
Competitive salary & equity compensation for full-time roles
Unlimited PTO, company holidays, and quarterly mental health days
Comprehensive health benefits including medical, dental & vision, and parental leave
Employee Stock Purchase Program (ESPP)
Employee discounts on hims & hers & Apostrophe online products
401k benefits with employer matching contribution
Offsite team retreats
#LI-Remote