Customer Support Manager Remote Neumo Holdings LLC
Overview
Lead a remote customer support team at Neumo Holdings LLC Washington DC. Oversee daily operations ensure service levels and customer satisfaction. Manage mentors provide coaching and collaborate with engineering and product management to improve support processes.
What You'll Do11
- 1Supervise and manage daily activities of product customer support team ensure timely resolution of inquiries
- 2Monitor and report support performance metrics including response time resolution time and customer satisfaction
- 3Provide coaching and professional development opportunities to team members
- 4Oversee resolution of escalated customer issues address complex problems with speed and accuracy
- 5Collaborate with internal teams including engineering and product development to ensure effective issue resolution
- 6Contribute to process improvement initiatives enhance support organization efficiency
- 7Ensure support staff adheres to policies procedures and quality standards
- 8Assist with recruitment and onboarding of new support staff
- 9Analyze support trends to proactively address recurring issues suggest improvements
- 10Handle additional tasks as assigned adapt to changing priorities and project requirements
- 11Perform other duties as assigned
Requirements8
- 15+ years experience in customer support with at least 2 years in a leadership role
- 2Bachelor’s degree in Business Computer Science or related field preferred
- 3Microsoft Office Suite Ticketing systems such as Salesforce and Zendesk General system administration tasks Project experience
- 4Cross-functional project leadership experience
- 5Familiarity with support software including Salesforce Jira and other ticketing systems
- 6Conflict resolution techniques and de-escalation strategies for high impact customer issues
- 7Work environment Office setting moderate noise level individual workstation telephone and computer
- 8Physical demands Remain seated for extended periods regular use of computer and office machinery occasional movement frequent communication via telephone
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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