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Digital Customer Support Supervisor

Charlotte, North Carolina, United States

Job Description 

Under the direction of the Customer Support Manager, the Digital Customer Support Supervisor is responsible to manage the day-to-day customer support + digital activities including coverage, triage, and customer escalations. This includes being a subject matter expert with customers who have urgent needs and critical support issues to ensure we are exceeding customer service expectations. The Customer Support Supervisor is responsible for ensuring that our employees remain engaged, valued, and supported throughout their employment.

Preferred Digital Experience 

This is a hybrid role that will primarily be responsible for Digital Customer Support while also providing support to Inbound Call Center Leadership. 

  • Demonstrated experience leading and managing digital customer service teams across multiple channels, including chat, email, and SMS platforms.
    • Proven ability to implement and optimize workflows for digital communication tools to improve response times and customer satisfaction scores.
    • Expertise in training teams on best practices for customer engagement across digital channels, ensuring a consistent and high-quality experience.
    • Strong analytical skills with experience using reporting tools to monitor KPIs specific to digital service channels, such as average response time and resolution rates.
    • Familiarity with integrating CRM systems and messaging platforms to streamline operations and enhance customer interactions.

Key Responsibilities

  • Develop and grow high-performing representatives, identifying top performers for promotion
  • Manage expectations with underperforming representatives
  • Efficiently and effectively facilitate the customer support process including, but not limited to, the following: troubleshooting technical issues, handling questions or concerns regarding system or service, and educating the consumer on the proper use and maintenance of their system
  • Provide departmental leadership to Customer Support Advisors
  • Monitor Floor activities and ensure all resources are performing at required standards
  • Handle escalated customer issues as needed
  • Deliver direction and communication to team members to guarantee daily customer interactions and other functions are performed professionally and flawlessly.
  • Ensure employees have appropriate training and other resources to perform their job task/functions.
  • Respond to and resolve employee relations and performance issues according to established company policies.
  • Provide performance feedback and coaching on a regular basis to each team member in a constructive manner. Write and administer performance reviews.
  • Enhance departments reputation by accepting ownership for new, challenging, and complex requests from customers, team members, or other departments.
  • Effectively and accurately communicates changes/impacts to subordinate staff.
  • Demonstrate a high level of ethical values and honesty. Take responsibility for actions and outcomes.
  • Able to lead large and complex teams with minimal employee relations issues.
  • Consistently leads team to achieve top KPI results
  • Monitor operational metrics, observe trends, and make daily adjustments as required

 

Job Requirements

  • High school diploma required
  • At least two years previous supervisory experience; call center supervisory experience preferred
  • Salesforce CRM experience preferred
  • Experience with Genesys strongly preferred.
  • Previous experience managing digital customer service teams.
  • Previous experience managing customer service
  • Basic Microsoft Excel, Word, and Outlook required
  • Must possess strong customer service and phone skills
  • Must be able to effectively lead, manage and motivate others
  • Must have schedule flexibility and go the extra mile to take care of the company, customer, and employee
  • Must be able to demonstrate professionalism and courteousness in the handling of both internal and customer inquiries
  • Must maintain a high level of product knowledge, including, but not limited to: current product features and specifications, current corporate promotions, pricing, and discounts
  • Must be self-motivated and able to take initiative
  • Must be able to develop and sustain positive and harmonious working relationships with all customers, colleagues, and direct reports
  • Must be able to understand and embrace the company core values, corporate goals, mission, vision and priorities as set forth by Management, and be able to continually seek ways to meet or exceed goals and fulfill priorities

 

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