Customer Support Team Manager Job San Antonio area,Texas USA,Customer Service/HelpDesk

Job Description & How to Apply Below

Two in five people in the UK rent their homes. Our mission? To be the gold standard platform for renting.
We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution
Like all scale-ups it's been a bit of a roller coaster journey, but we're now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 320+ Goodlordians across the group supporting the mission!
The Opportunity:

As a Customer Support Team Manager, you'll work alongside fellow Support Managers to oversee the day-to-day running of the Support department, ensuring we consistently meet our performance, productivity and quality targets. You'll lead, motivate and develop your team, building a high-performing culture focused on accountability, continuous improvement and delivering an exceptional customer experience. Using key metrics such as productivity, CSAT and quality, you'll identify opportunities to improve performance and support your team to succeed.

You'll also play an important role in driving the wider department forward, working closely with the Head of Support & Onboarding to improve processes, strengthen quality assurance and build a culture of knowledge sharing and continuous learning.
Grow with Goodlord: your development is important to us, that's why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you'll learn loads and develop both personally and professionally!
Have experience leading B2C and B2B customer support or contact centre teams, with a strong understanding of customer support processes.
Have experience managing people, workloads and resources to achieve contact centre targets.
Are confident managing performance and absence within a contact centre environment.
Have experience delivering training, onboarding new starters and implementing new processes and systems.
Are passionate about developing people and helping them reach their potential.
Are highly organised, able to prioritise and meet deadlines.
Stay calm under pressure and thrive in a fast-paced contact centre environment.
Are open to feedback, eager to learn and committed to personal development.
Adapt well to change and can bring your team along with you.
Communicate confidently with stakeholders at all levels.
Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days:
We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.
Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
Our team: we're an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We're all in it together, we learn from each other, we're genuine and we don't have time for politics
Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment. Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too

Customer Support Team Manager

Job Description & How to Apply Below

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