We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Recruitment: The CSM plays a lead role in conjunction with the human resources department in recruiting, orienting, training, assigning, and coaching Customer Support Agents. In this position, it is the CSM’s role to communicate the vision and objectives of the customer support department, monitoring, and reviewing each agent’s contribution to the betterment of the customer support department and appraising outstanding customer support performance.
Strategy: The CSM strives towards the achievement of customer service objectives through the contribution of customer support information and strategic plans. The CSM will prepare and complete action plans, relaying quality customer support standards and resolving departmental issues. The CSM must identify customer service trends, determine system improvements, and implement changes that improve existing strategies and bring about improvement in customer support initiatives.
The CSM will establish and improve customer service policies and procedures for the department, ensuring full implementation of the customer support strategies across the business.
Management: The CSM manages a team of customer support agents (front end and back end support), ensuring the resolution of customer issues in a satisfactory manner, and within Service Level Agreement commitments.
The CSM also serves to represent the customer support function as a senior member of the management team within the business, participating in and contributing to relevant management meetings. The CSM actively promotes and manages the process of continuous improvement in the department. The CSM creates and sustains a positive team environment that displays high levels of team-spirit and motivation.
Customer Service: The CSM does not leave all customer support duties to the Customer Support Agents, the CSM also plays an active role in the actual support of customers. As such, the CSM participates in the communication with customers via telephone, email, and ZenDesk, investigating and resolving complex and long-natured problems as well as working with high-value customers. The CSM also handles all major customer incidents.
The CSM uses their knowledge and superior experience in replying to customers, efficiently dealing with the customers’ issues and leading to customer satisfaction. They also follow up with the customers and take feedback on the services and the resolution of their issue. The CSM rapidly establishes good working relationships with the customers and provides advice to customers on how best to use the business’s products or services as well as keeping accurate records of correspondence with the customers.
Analytics: The CSM plays a major analytical role within the department by forecasting the customer support department’s financial requirements and assist in preparing quarterly departmental budgets, scheduling expenditure, overseeing departmental budgetary allocations, and initiating any necessary corrective measures. The CSM determines the department’s requirements in terms of customer service provision through conducting surveys, benchmarking best practices, and analyzing applications and information.
The CSM maximizes on customer support operational performance through the provision of technical advice to customer support agents, detecting and diagnosing customer support issues, and analyzing and solving those issues. The CSM also analyzes statistical data to determine the level of customer service that the department is providing, writing reports and strategic recommendations for further consideration.
Knowledge and Opportunity: The CSM has the duty to keep the customer support department updated on the latest customer support practices in order to keep the business at par/ahead of competitors in the industry.
The CSM will attend industry customer support seminars, read professional customer support publications and maintain professional networks to keep the company ahead in customer support practices and deliver a competitive edge by enabling customer satisfaction and retention over the competition.
Other Duties: The CSM also performs other duties as delegated by the Vice President of Customer Success.
- Bachelor’s or master’s degree in Business Management, Engineering, Computer Sciences, or related experience
- Minimum 5-7 years support experience, preferably in a SaaS environment, which supports the scope of this role
- Experience scaling a department to manage growth through organic and inorganic (acquisitions) expansion
- Strong leadership and interpersonal skills
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills; mastery in English
- Effective presentation and public speaking skills
- Ability to develop customer insights from various data sources including calls, help desk tickets, web reviews and other sources
- Demonstrated experience in coordinating and directing matrixed teams and resources
- Ability to effectively communicate program plans, proposals, and results, and negotiate options at management levels
- Flexible work hours required
- Medical – Employer pays 90% of employee premium (PPO+ HSA available)
- Short-term disability covered
- Generous Paid Time Off
- Commuter benefits
- Parental Leave
- Casual Work Environment
- Wellness Incentives
- Sit-Stand workstations
- Cold Brew + Kombucha on tap
To apply for this job please visit cayuse.com.