Job Description
Brandmuscle is seeking a Manager of Partner Support to oversee client support efforts for their software. The role involves leading the Partner Support team, ensuring service level metrics are met, and identifying process improvements. The manager will also work directly with corporate clients on local marketing service implementations, collaborate with internal teams, track performance, and provide coaching and training. Key responsibilities include responding to customer inquiries, managing escalations, hiring and training support representatives, and conducting quality assurance. The ideal candidate will have a Bachelor's degree, strong communication and organizational skills, proficiency in Microsoft Office, and a minimum of 5 years of management experience in customer support.
Good To Have:
- Experience with Zendesk
- Experience with Salesforce
- Experience with Workforce Management
Must Have:
- Bachelor's degree
- Familiarity with various customer service channels (email, chat, calls)
- Superior verbal and written communication skills
- Detail- and client service-oriented
- Proficiency in Microsoft Office (Excel, PowerPoint, Outlook)
- Excellent organizational skills
- Ability to manage escalation path
- Willingness to work in a 24/7 environment
- Willingness to work weekends with scheduled days off
The Partner Support team is responsible for overseeing Brandmuscle’s support efforts for clients looking for assistance while using our software. The support team offers phone, email, and chat channels for our clients to contact us. The support team is responsible to achieve and exceed acceptable service levels for all channels.
Manager, Partner Support is responsible for the overall success of a company's Partner Support team. They may be required to work directly with corporate stakeholders and individual franchisees and dealers, with a passion for effective, results-oriented support. This position will also provide on-site coaching and training to team members and work collaboratively with other internal departments within the company to effectively communicate and train program/product/policy updates to the support team members.
Manager, Partner Support is responsible for the overall success of a company's Partner Support team. They may be required to work directly with corporate stakeholders and individual franchisees and dealers, with a passion for effective, results-oriented support. This position will also provide on-site coaching and training to team members and work collaboratively with other internal departments within the company to effectively communicate and train program/product/policy updates to the support team members.
Responsibilities:
- Providing day-to-day leadership to Brandmuscle’s Partner Support team, helping to ensure that all support service level metrics are being achieved
- Identifying opportunities to improve the support process and ensure that all team members have the tools and training necessary to meet the needs of Brandmuscle clients
- Working directly with Brandmuscle corporate clients to manage the introduction and implementation of Brandmuscle’s local marketing services
- Working with cross-functional team members to drive business targets and deliver on shared team goals
- Tracking performance metrics and analyzing individual activity, productivity and pacing (call reviews, scoring, coaching, development, performance improvement)
- Presenting a training program and defined career path
- Respond to customer inquiries (incoming calls, chats and emails), resolve problems, and provide a positive customer experience
- Providing feedback to client and taking part in strategic leadership, idea sharing and proactive initiatives
- Team management: Hire, train, and supervise customer support representatives
- Performance measurement: Compile and analyze data to measure performance, monitor progress, and report to upper management
- Quality assurance: Develop/Review quality control processes, review interactions and provide feedback to improve service delivery
- Training: Provide training and upskilling opportunities for team members
Requirements
- Bachelor’s degree required
- Familiarity with a variety of approaches to provide customer service through email, chat, and inbound/outbound calls
- Superior communication skills, both verbal and written
- Detail- and client service-oriented
- Well-versed in use of Microsoft Office products (Excel, PowerPoint, Outlook)
- Excellent organizational skills
- Ability to manage escalation path
- Willingness to work in 24 * 7 work environment
- Willingness to work on weekends with scheduled week offs as per business requirement
Experience
- Minimum of (5) years of management experience in a customer support environment
- Experience with Zendesk, Salesforce, Workforce Management recommended
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