Description

The Manager of Customer Support will lead a team of 10 remote Customer Service Specialists, ensuring they effectively address customer inquiries, complaints, and issues. Your goal will be to maintain high levels of customer satisfaction by providing timely and accurate assistance while also developing strategies to enhance the overall customer support process and operations within the Customer Experience Department.

Company Culture and Environment

We are committed to fostering a diverse and inclusive environment. Our culture emphasizes strong partnerships, innovation, and a mission-driven approach to empower all stakeholders in the food service ecosystem.

Career Growth and Development Opportunities

We provide a thorough training and development program to help you grow in your career, making this role an excellent opportunity for professional advancement.

Detailed Benefits and Perks

• Comprehensive medical, dental, and vision plans from day one.
• Flexible spending accounts for health and dependent care, critical illness, accident, and voluntary life insurance.
• Company-paid life insurance along with a 401(k) plan with company match.
• Personal Responsibility Paid Time Off policy, allowing time off without needing to accrue it.
• Half-day Summer Fridays to help you unwind.

Compensation and Benefits

Competitive compensation along with comprehensive benefits, including medical, dental, vision, and retirement plans.

Why you should apply for this position today

This position offers the chance to make a significant impact on customer support within a leading company in the food service industry. Join a team that values innovation and customer satisfaction, while enjoying a supportive work environment.

Skills

• 2+ years of experience managing a customer support or service team.
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Analytical skills to interpret data and identify trends.
• Knowledge of relevant customer service metrics and KPIs.
• Ability to prioritize tasks and manage multiple demands effectively.
• Customer service orientation and a strong sense of empathy.
• Proficiency with CRM systems such as Salesforce and support ticketing tools is preferred.

Responsibilities

• Hire, train, and develop customer support specialists to build a high-performing team.
• Assign tasks and manage the daily operations of the customer support team.
• Motivate and coach team members to achieve customer service goals.
• Conduct regular one-on-ones and team meetings to foster a positive and productive work culture.
• Monitor customer support ticket queues to ensure timely resolution of issues.
• Track key performance indicators (KPIs) related to customer satisfaction, response time, and resolution rates.
• Escalate complex customer issues to the appropriate departments for resolution.
• Maintain and improve internal documentation, ensuring it is up-to-date, clear, and easily accessible for the support team.
• Identify knowledge gaps and implement effective training initiatives to address them.
• Collaborate with product and other departments to ensure documentation is aligned and comprehensive.

Qualifications

• 2+ years of experience managing a customer support or service team.
• Experience in hospitality or technology is a plus.
• Demonstrated strong leadership and team management abilities.
• Knowledgeable about relevant customer service metrics and KPIs.

Education Requirements

• No specific education requirements listed, but relevant experience is emphasized.

Education Requirements Credential Category

• N/A

Experience Requirements

• 2+ years of experience managing a customer support or service team.

Why work in Waltham, MA

Waltham offers a vibrant community with a rich blend of history and modern conveniences. Known for its innovation and strong business presence, Waltham provides numerous opportunities for professional development and a high quality of life. Enjoy easy access to Boston’s culture, arts, and dining while being part of a dynamic work environment.