Customer Support Manager

The Customer Support Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast-paced and rapidly changing environment. This individual serves as coach, mentor, and leader to help individuals grow in their career while setting expectations on performance-based feedback and transparency.

The Customer Support Manager is a subject matter expert and an accessible point of contact for our internal stakeholders and external customers. As a department leader, he/she upholds quality service standards while modeling adherence to standard operating procedures and helping to drive the strategies developed to enhance customer experience. Through effective leadership, this role will promote a culture that is consistent with the Shorr organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience.

• Responsible for hiring of new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.
• Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
• Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.
• Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met.
• Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.

• Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team on a regular basis.
• Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.
• Recommend process improvements to drive efficiency and improved customer experience.

• Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
• Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met.
• Support onboarding and training of new Account Executives on customer facing activities as it relates to the division and customer support department.
• Provide support on cross-functional initiatives as internal liaison for customer support team with Shorr stakeholders including sales, marketing, finance, and operations.
• Other duties as assigned.

• Bachelors Degree or equivalent required
• Minimum of 5+ years leading or managing a customer support team
• Prior experience managing a team in a fast paced, high intensity, customer focused environment
• Demonstrated in-depth knowledge of Shorr’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports.
• Ability to remain calm and professional under pressure while modeling such to their team members.
• Excellent leadership and interpersonal skills.
• Strong organization skills and ability to multi-task/prioritize based on urgency.
• Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
• Demonstrated ability to analyze complex situation and effectively problem-solve.
• Proven capacity to discern when confidentiality must be observed.
• Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.
• Must be efficient in all Microsoft Suite applications including Outlook, TEAMS, Word, Excel, and Power Point
• Experience with CRM systems such as Salesforce, Hubspot, etc. required.
• Experience with order automation systems required; artificial intelligence (AI) experience preferred.
• Ability to work flexible hours and travel periodically when necessary.