Support Manager - Chat & Email

Who We Are Looking For

As the Support Manager youll be responsible for leading and managing a team of talented technical support representatives assisting our members through live chat and email. You’ll lead the hiring process, and you’ll assist with policy communication, coaching, and grievances. You’ll respond to day-to-day needs while proactively working on process improvement. Customer satisfaction is our top priority in Support. You should be able to identify trends in poor performance, and make actionable plans to ensure the team is achieving department goals.

What You’ll Be Doing As A Part of Our Team

• Build, lead, coach and mentor a team of on-site technical support live chat and email representatives to deliver an outstanding member experience
• Directly manage support team supervisors conducting weekly 1 on 1s, regular performance reviews and provide guidance on personnel issues they encounter on their teams
• Collaborate with other Support team managers to determine goals and objectives for support metrics
• Continually assess the team workload, balance team resources and build schedules
• Collect, validate, and analyze data on performance metrics, customer support, and quality assurance
• Report individual and team performance metrics to senior management
• Work with team trainer to coordinate department trainings
• Forecast headcount and staffing levels; work with internal recruiter for job postings and hiring
• Write and facilitate performance reviews
• Research and follow up on account or service problems to identify and solve root cause
• Handle service escalations as required
• Proactively identify blockers for the team's goal attainment. Create and implement a plan of action to obtain goals
• Be proficiently trained on the WebPT EMR so you can actively participate in quality reviews, CSAT follow up, and agent coaching

What You Should Have to Qualify

• Minimum three years of experience in a Support Manager role managing teams on chat and email
• Minimum five years of experience in a technical customer service role
• Experience leading multiple leaders
• Strong leadership skills with a passion for mentoring and coaching
• Excellent written and verbal communication skills in the English language
• Excellent knowledge and use of CRM systems including report building and dashboard monitoring
• Be passionate about quality customer service. You love helping people, and you constantly strive to create raving fans by delivering excellent internal and external service
• Demonstrate strong analytical and problem solving skills
• Strong presentation skills and effectively communicating to senior leadership
• Detail-oriented with an ability to prioritize and meet aggressive goals
• Problem-solve like a boss. We’re looking for someone with a head for making decisions and a knack for finding solutions
• Remain cool under pressure. Things can get pretty hectic at times, so we want to make sure you keep calm and carry on through even the most stressful of circumstances
• Ability to multitask, prioritize and manage time effectively
• Bachelor’s degree or equivalent work experience
• Ability to work during US business hours 8 AM - 8 PM ET Monday through Friday

Ideally, You Would Also Have These

• Three years Salesforce experience
• Experience managing teams that serve US-based SaaS companies
• Advanced reporting skills (Excel or CRM)
• Experience with Knowledge Centered Service (KCS)

Culture is at our Core

• Service: Create Raving Fans
• Accountability: Follow Up; Own Up
• Attitude: Possess True Grit
• Personality: Be Minty
• Work Ethic: Be Rock Solid
• Community Outreach: Give Back
• Health and Wellness: Live Better
• Resource Efficiency: Do Más With Menos

About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.