About NeoWork
NeoWork is committed to providing top-notch support and assistance to our clients. We are seeking an experienced and motivated Customer Support Supervisor to join our team. In this role, you will oversee customer support operations, manage a team of support representatives, and ensure the delivery of exceptional customer service.
Job Position: Customer Support Supervisor
Location: Remote, US
Role Overview
As a Customer Support Supervisor, you will play a vital role in maintaining high customer satisfaction levels and driving continuous improvement in our support processes. This position requires strong leadership and communication skills, a proven track record in customer support, and experience in managing a team. The ideal candidate is a proactive problem-solver, capable of inspiring and motivating team members to deliver excellent customer experiences.
Key Responsibilities
- Team Management: Oversee day-to-day operations of the customer support team.
- Supervision and Training: Supervise, train, and mentor support representatives to ensure high-quality and consistent customer service.
- Performance Management: Set performance goals and conduct regular performance evaluations.
- Customer Inquiry Handling: Handle escalated customer inquiries and provide effective resolutions.
- Cross-Department Collaboration: Collaborate with other departments to address customer needs and improve processes.
- Data Analysis: Analyze customer support data to identify trends and areas for improvement.
- Software Implementation: Implement and maintain customer support software and tools.
- Industry Trends: Stay updated on industry trends and best practices in customer support.
Requirements
- Experience: 5+ years in customer support, with at least 2 years in a supervisory role.
- Customer Service Excellence: Proven track record in delivering exceptional customer service.
- Leadership Skills: Excellent leadership and team management skills.
- Communication: Strong communication and interpersonal skills.
- Data-Driven Decision Making: Ability to analyze data and make data-driven decisions.
- Technical Proficiency: Experience with customer support software and tools; knowledge of Office 365, Google Apps, and client-facing communication.
- Problem-Solving: Strong problem-solving and decision-making abilities.
- Resilience: Ability to work well under pressure and meet tight deadlines.
- Technical Requirements: Owned computer or laptop and stable internet connectivity.
Benefits
- Comprehensive Training: We provide training for all candidates, regardless of their background or previous experience.
- Flexible Work Hours: Generally align with standard business hours in the US, with some potential flexibility.
- Remote Work: 100% home-based position.
- Mental Health Support: We prioritize the mental health of our team members and offer mental health days.
- Performance-Based Incentives: In addition to the base salary, performance-based incentives are provided.
- Annual Review: Annual review and appraisal process in place.
- Career Growth: Ample opportunities for professional growth and advancement within the company.
Apply Now
Join NeoWork and contribute to delivering exceptional customer experiences while growing professionally in a supportive and dynamic environment.