Part Time - Supervisor, Customer Support

Hopkinton, MA
Part Time to Full Time
Mid Level

Part Time - Supervisor, Customer Support

 

As the Customer Service Supervisor you will be a one-man band with the potential of building a Team of Customer Service Representatives. You will be expected to meet all internal and external SLAs (direct and partner), create and maintain a great team culture and constantly look for ways to improve the customer experience and automate processes for efficiency.

Responsibilities:

  • Help customers and ensure they have a great experience with our product(s)
  • Perform forecasting for proper staffing recommendations
  • Assist agents with difficult customers
  • Review ticket responses to ensure agents are appropriately answering customer questions/complaints within our SLA response times.
    • 1st Response SLA 90% 
    • Resolution SLA 98%
    • Avg 1st Response Time 2hrs 
    • Avg Resolution Time 12 hrs 
  • Monthly reporting on ticket count/reasons
  • Continuously look for ways to Improve the ticket process and the customers overall experience
    • Constantly review and document the entire customer journey (as it relates to direct customers and partner (keep screen shots up to date)
  • Continuously evaluate customer (SendGrid and Freshdesk) emails to ensure they are up to date/accurate
  • Ensure communication with Customer service reps and Sharks is clear, polite and professional. Work tirelessly to help other teams love your team!
  • Become an expert at Birdeye (reputation management platform)
    • 24 hour response time to all Public Reviews
    • 48 hour response time to all Private Reviews
  • Work directly with the Credit/Collections team to resolve customer billing inquiries
  • Maintain NPS and CSAT goals that result in an amazing customer experience

Requirements: 

  • Experience in a customer service role
  • Experience with a customer service ticketing system
  • Positive friendly attitude, able to deal with stressful situations, with and even-temper and pleasant demeanor
  • Must be extremely detail-oriented with a high level of accuracy and a creative approach to problem-solving
  • Self-starter who is able to thrive in a fast-paced, deadline-driven environment
  • Strong interpersonal skills and reliable work ethic
  • Passionate about providing customers with a great experience
  • Willingness to learn new things
  • Experience with MS Office suite and general technical capabilities
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