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