The Support Supervisor is responsible for developing internal and external customer relationships that promote retention and loyalty. The role is consultative in nature with one-on-one customer and team engagement. The person will assist the department manager in monitoring customer health, department goals, mentoring and coaching team members with best practices.
Primary Duties & Responsibilities:
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Supports team manager and performs management duties when manager is out of office.
- Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
- Provides assistance with account cancellations by researching cases as they arrive, contacting customers in a timely manner, and providing resolution that supports customer retention.
- Performs duties such as employee training and managing customer escalations as assigned.
- Monitors customer satisfaction (CSAT) metrics and works with team members to identify areas that need improvement to help boost satisfactory health scores.
- Ensure the team keeps all records of customer interactions through Salesforce, Talkdesk notes, and other internal software tools.
- Will be required to assist customers with managing data imports and/or facilitate communication between the customer and the integration team.
- May be required to allow for flexible scheduling to meet customer needs.
- Responds to various technical and non-technical inquiries as quickly and accurately as possible.
- Manage Tier 2 and escalate issues to Tier 3 when appropriate.
- Adhere to all confidentiality and compliance regulations.
- Work with the Support Manager and HR as needed to resolve employee relations matters.
- Schedules and performs new potential hire interviews with Manager.
- Identifies opportunities to update or improve Customer Support procedures and makes recommendations to the Manager of Support or other appropriate staff.
- Performs other related duties as assigned.
Minimum Education & Work Experience:Required:
- High School Diploma or GED Equivalent.
- Experience working with multiple software applications in a customer service environment.
- At least 2-4 years of professional customer success or customer service experience, preferably in a B2B SaaS environment.
- Excellent verbal and written communication skills.
- Organized with attention to detail.
Preferred:
- Bachelor’s Degree or military service.
- Experience as day-to-day, first point of contact for customers, adjusting plan to changing priorities, planning milestones and goals.
- Adequate knowledge of Excel and Google Suite.
- General understanding of Vehicle Maintenance field.
- Salesforce or other CRM software experience.
Key Skills and Qualifications:
- Must be persistent, patient, a critical thinker, and possess problem solving skills.
- Communicate effectively over the phone, screen sharing and email.
- Be passionate about teaching, learning, and leading customers to successful outcomes using Fullbay’s system.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor when under pressure.
- Willingness and desire to be a subject matter expert and share knowledge with customers and peers.
- Know how to navigate multiple web applications simultaneously, and be proficient with online meeting software and web conferencing tools.
- Maintains focus with interruptions even in the most stressful of circumstances.
- Be able to juggle many technical and administrative tasks, all with a sense of urgency, simultaneously and accurately.
- Be organized, ahead of schedule, communicative, and accountable - in short, own the role entirely, while being open to criticism, suggestions, and new ideas.
- Must have a knack for listening and identifying problem points and developing clear solutions.
Physical Demands and Work Environment:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
- Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
- Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
- Noise level in the work environment is usually moderate.
- Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.
- Travel for business purposes on occasion up to 10%.
