Customer Support Manager - Shift 1 at Genesis Digital in Remote

A Customer Support Manager at Genesis Digital is responsible for helping to build and support a specific shift on the Customer Support team to deliver an excellent customer experience. This role will oversee 6-10 support agents and 1-2 Shift Leads, and will report to the CS Senior Manager. 

Duties and Responsibilities:

Supervisory Responsibilities: 

• Manage a shift team of 6-10 technical support agents who provide service to our software’s customer base.
• Manage and coach Shift Lead role as they provide support to agents on shift and answer high level technical tickets. 
• Manage and coach the Customer Support team by answering specific ticket questions, aiding in research or investigation of a customer issue, reviewing ticket quality, ensuring continuity of standard operating procedure across all employees within the department
• Monitor agent productivity through detailed analysis and tracking
• Act as a trusted advisor and subject matter expert for agents and reliable employee information resource to Senior Manager of CS 
• Mediate/Resolve internal conflict between staff.
• Create/update staffing schedules to ensure even, appropriate coverage for tickets and live chat on your shift 
• Manage the performance of direct reports through regular 1:1s, team meetings, annual reviews, and, where necessary, warnings, PIPs, and terminations 
• Hire new members of the team as needed 
• Manage a staffing budget for your shift 
• Track and approve time off requests
• Approve payroll for the members of your shift 

General Responsibilities:

• Streamline internal team processes to deliver world class customer service.
• Participate in providing a red carpet experience throughout the customer lifecycle and facilitate overall customer satisfaction.
• Represent GD customers internally, reporting product behavioral issues, aiding is expanding agent knowledge, and following up to ensure escalated issues are resolved.
• Work closely with Director CS to communicate product issues, feature requests, and overall customer sentiment across multiple channels and  leadership.
• Communication and management of outsourced/vendor teams
• Communicate directly with “trouble” customers, while working to de-escalate frustration.
• Other duties as assigned by the Senior Support Manager and VP of Strategic Programs and Customer Support.

Required Skills/Abilities:
Education: 

• Bachelor’s degree preferred

Experience:

• At least 1-5 years of industry and supervisory experience
• Experience in a leadership or mentorship capacity is preferred
• Proven experience in a technical support or billing role, with a track record of problem-solving in complex scenarios.
• Demonstrated ability to collaborate across teams and functions.

Professional and technical knowledge: 

• Experience working fully remote

Skills: 

• Leadership qualities, such as motivation techniques and conflict-management
• Time management skills, high technical aptitude for software, solutions oriented and attention to detail. 
• Friendly, caring and knack for leaving a lasting positive impression on team members and customers.
• Strong communication skills and a customer-first approach.