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Customer Experience Supervisor

San Antonio, Texas, United States

Aura is on a mission to create a safer internet.  In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly.  This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. 

Come build with us!

 

About the Role:

The Call Center Supervisor assists senior leadership by overseeing day-to-day operations and management of Customer Care staff and Call Center functions. This role is remote, but you must be based in the greater San Antonio, TX area (within 50 miles of city center).

Day to Day:

  • Perform billing & credit research to resolve customer inquiries

  • Conduct customer credit request reviews and approvals

  • Act as liaison between Service Center and clients and between Service Center and other departments

  • Analyze daily call result reports, update spreadsheets, and provide statistics to Service Center staff and management

  • Coach agents on work performance and other work issues

  • Monthly monitoring of team to ensure quality standards

  • Develop, coach and reinforce training

  • Facilitate departmental Team meetings

  • Handle and resolve escalated customer issues and calls when necessary 

  • Maintain up-to-date technical proficiency in all systems essential for the assigned supervisory team 

  • Attend Inter-Departmental Meetings and report back

  • Ability to set clear expectations (goals/tracking)

  • Facilitate career pathing discussions with team members to support professional growth

  • Generate innovative ideas to drive business growth and efficiency 

What you bring to the table:

  • 2-3 years prior customer service experience, preferably in a Call Center environment

  • Demonstrated experience driving metric results for yourself and a team

  • Excellent verbal & written communication skills with attention to detail and the ability to relay complex information in a digestible format to others.

  • Ability to comprehend complex instructions, correspondence, and regulations

  • Ability to interpret and leverage data to identify trends and drive strategic improvement

  • Proven ability to juggle multiple tasks and seamlessly adjust to changing priorities and schedules 

  • Ability to handle emotional and high-stress calls with empathy, remaining patient and calm to understand the caller's reason for the call and respond appropriately 

  • Working knowledge of internal CRM’s and Salesforce

  • Applies strong business acumen, active listening, and creative problem-solving to effectively resolve issues 

  • Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality

It would be great if you also had:

  • Bachelor's degree (preferred)

  • Proficiency in Microsoft and Google Suite

  • Commitment to excellence and consistent high performance

  • Likes to work hard, have fun, laugh, and be a part of a winning team

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $55,000-60,000 but may vary depending on job-related knowledge, skills, experience and location.

 

Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.

Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.

Important privacy information for United States based job applicants can be found here.

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