Partner Support Manager

Responsibilities:

• Providing day-to-day leadership to Brandmuscles Partner Support team, helping to ensure that all support service level metrics are being achieved
• Identifying opportunities to improve the support process and ensure that all team members have the tools and training necessary to meet the needs of Brandmuscle clients
• Working directly with Brandmuscle corporate clients to manage the introduction and implementation of Brandmuscle’s local marketing services
• Working with cross-functional team members to drive business targets and deliver on shared team goals
• Tracking performance metrics and analyzing individual activity, productivity and pacing (call reviews, scoring, coaching, development, performance improvement)
• Presenting a training program and defined career path
• Respond to customer inquiries (incoming calls, chats and emails), resolve problems, and provide a positive customer experience
• Providing feedback to client and taking part in strategic leadership, idea sharing and proactive initiatives
• Team management: Hire, train, and supervise customer support representatives
• Performance measurement: Compile and analyze data to measure performance, monitor progress, and report to upper management
• Quality assurance: Develop/Review quality control processes, review interactions and provide feedback to improve service delivery
• Training: Provide training and upskilling opportunities for team members

Requirements

• Bachelor’s degree required
• Familiarity with a variety of approaches to provide customer service through email, chat, and inbound/outbound calls
• Superior communication skills, both verbal and written
• Detail- and client service-oriented
• Well-versed in use of Microsoft Office products (Excel, PowerPoint, Outlook)
• Excellent organizational skills
• Ability to manage escalation path
• Willingness to work in 24 * 7 work environment
• Willingness to work on weekends with scheduled week offs as per business requirement

Experience

• Minimum of (5) years of management experience in a customer support environment
• Experience with Zendesk, Salesforce, Workforce Management recommended