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Customer Support Manager 🔥


Overview

Customer Support engages with customers, consumers, and internal stakeholders throughout the lifecycle of an account. Customer Support is the first line of defense for resolving incidents and problems in a timely manner. Customer Support triages issues reported by customers and ensures resolution by coordination with various teams such as Engineering, User Consultants and Data Ops. The overarching objective for Support is driving continuous process improvements and raising customer satisfaction scores.

Responsibilities

  • Manage a team of Support Analysts toward resolving incidents reported by customers and internal stakeholders as they occur.
  • Manages a team of analysts who resolve consumer disputes and interact with 3rd party call centers.
  • Defines processes for optimizing team utilization, owning incident tickets, and resolving them in a timely manner.
  • Defines JIRA (support platform) processes for increasing efficiency in incident management.
  • Leads escalations and engages right teams for issue resolution.
  • Leads problem management, root cause analysis development for prevention of recurring issues.
  • Manages communication with key internal and external stakeholders leading to high customer satisfaction.
  • Provides status reports to Director of Support and recommends process improvement opportunities.
  • Manages team performance, sets annual goals and measurements for developing a highly effective team.

Qualifications

  • Bachelor’s degree, preferably in Communication, Computer Science, Engineering or Business.
  • Experience managing team of Support analysts. 5-10 years preferred.
  • Experience troubleshooting application processes and bugs.
  • Excellent verbal, written and presentation skills to effectively translate and communicate complex information and risk to all levels of internal and external organizations.
  • Work well under pressure with differing levels of Management and sometimes manage difficult customer situations.
  • Work closely with Engineers, Product Development, and Implementation teams for resolution of incidents.
  • JIRA experience is highly desirable. Experience with other Support platforms a plus.
  • Customer Support role supporting Enterprise applications, preferably Risk Management or Loss Prevention products.
  • Strong analytical/problem solving skills.

Preferred Qualifications

  • JIRA, SQL, customer support experience.
  • RCA, problem management experience.
  • Experience managing support teams.
  • Loss prevention, fraud reduction, risk management experience in the field or with related software.

Physical Demands – Sedentary.

Benefits

Appriss Retail offers competitive benefits including medical, dental, and vision coverage. We offer an immediate vesting 401(k) plan with employer matching, unlimited paid time off for salaried employees, and well-being support including gym reimbursements, a subscription to Calm – Meditation and Sleep app, and paid leave for new parents and family care. As a hybrid global community, we also offer a remote work-first environment empowering our people to work wherever suits their lifestyle.

Equal Opportunity Employer - M/F/V/H

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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