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Head of Customer Support

Company: ExecuNet
Location: Oak Park
Posted on: November 22, 2021

Job Description:

The Opportunity Company is seeking an experienced Head of Customer Support to join our growing team in person at our office located in Oak Park, IL. Reporting to the Director of Operations, the Head of Customer Support will manage a small team of Customer Support Specialists and help refine and scale our support operations to accommodate our rapid growth in product sales. The Head of Customer Support will have exceptional leadership abilities and assist the team with product, order, and technical support-related questions when necessary. Responsibilities

  • Expand and refine Company's support across all channels, including phone, email, and social media.
  • Jump in and assist Customer Support Specialists during high-volume periods.
  • Coordinate with Director of Operations to forecast support volume and hiring/staffing needs.
  • Recruit, hire, and onboard new Customer Support Specialists as needed.
  • Provide exceptional, 1:1 mentoring and support for Customer Support Specialists.
  • Create a robust customer satisfaction program and close the loop on customer feedback by escalating customer concerns to the appropriate teams for resolution.
  • Leverage data to track team and company performance and share insights with key stakeholders.
  • Conduct quarterly performance reviews.
  • Perform regular quality assurance checks.
  • Define and manage the support team's mission and KPI's.
  • Additional tasks as needed to support the Director of Operations and the Operations Team.Requirements
    • Curiosity, empathy, and a passion for our mission.
    • 2+ years ' previous experience in a support management role.
    • 5+ years in a customer support role.
    • Deep understanding of support workflows, operations, software, strategy, and tools (softphone systems, ticketing software such as HelpScout/ZenDesk/etc.).
    • Experience creating and managing a customer satisfaction program.
    • Experience hiring, interviewing, and onboarding customer support specialists.
    • Experience using e-commerce and cloud-based order processing tools.
    • Exceptional written and verbal communication skills.
    • Self-motivated, highly detail-oriented, and organized.
    • Experience with database tools and management.
    • Experience in education or educational publishing is a plus.
    • Able to join our team in person at our Oak Park, IL office.

Keywords: ExecuNet, Oak Park , Head of Customer Support, Other , Oak Park, Illinois

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