AMVETS Jobs

SUMMARYThe Manager, Customer Support at Squire will lead the day-to-day operations of our highly motivated and high-performing Customer Support team. This role is pivotal in ensuring our frontline support specialists provide exceptional service to our customers while managing team performance and continuous improvement. The Manager will oversee the consistent delivery, staffing, coaching, and operational performance of the team, ensuring our customers get the help they need when they need it. This role focuses on building a strong, engaged team, optimizing support processes, and driving efficiency to support our vision of being the industry leader in customer support. REPORTS TODirector, Customer Support JOB DUTIES AND RESPONSIBILITIES- Track and improve key performance metrics for Tier 1 agents (CSAT, response time, resolution time, FCR, QA) by providing regular performance feedback- Manage and support Tier 1 Agents and Team Leads, ensuring continuous development through coaching, feedback, and training- Drive process optimization initiatives to improve team efficiency and customer satisfaction, focusing on scalable solutions for team growth- Oversee staffing levels, managing schedules and ensuring live channel coverage to meet customer demand effectively - Act as an escalation point for complex issues, ensuring proper triage and handoff to Tier 2 Support as needed. Monitor case resolutions to ensure customer satisfaction- Support the recruitment, hiring, and retention of top talent to continuously grow and strengthen our Support team- Work cross-functionally with leaders across the organization to ensure consistent and high-quality experiences for Squire customersThe duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.PREFERRED EXPERIENCE AND QUALIFICATIONS- Previous experience leading direct reports- Willingness and ability to be a player/coach as needed- Strong emotional intelligence and ability for dynamic partnership across departments- Self-motivated and self-sufficient with a strategic mindset- Previous experience extracting data insights for reporting and decision making- Experience with Workforce management optimization and best practices- Flexibility to work weekends/evenings

Minimum Salary: 80000 Maximum Salary: 100000 Salary Unit: Yearly