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Team Manager - Customer Service & Tier 1 Support

Clearwater, FL, United States

Responsibilities

Responsibilities

  • Ensure smooth workflow of all customer care tasks and make well thought-out recommendations for optimizing the customer care and Tier 1 support process in the Americas
  • Ensure the quality of customer communication by staff members and continuously improve delivery of services through ongoing management and measures of team members and departmental processes and procedures
  • Take control of escalated conversations as necessary and stay up-to-date on current market developments, industry changes and customer trends
  • Contribute to achieving goals in the Americas through communication and delivery of innovative ideas and seamless, well-developed implementation strategies
  • Conduct regular staff meetings and coaching sessions
  • Excite and motivate those around you through your positive attitude and exemplary conduct
  • Be responsible for the further development of team members and ensure regular knowledge transfer and sharing of information 
  • Provide staff members with constructive feedback on a regular basis, as well as address disciplinary, performance or behavior/conduct issues as needed
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Requirements

Requirements

  • Bachelors degree in relevant field is required
  • 5-7 years of progressively responsible work experience in sales and customer care roles
  • At least 2 years of experience in a team manager role in customer care or similar field, with preference for past people management experience in a high-volume, phone-based support environment with five (5) or more direct reports
  • Experience leading teams in the IT field and/or a global organization is strongly preferred
  • Excellent oral and written fluency in English is required; Additional language skills in Spanish, Portuguese, French or German may be helpful, but not required
  • High degree of IT knowledge and general knowledge in the areas of billing, accounting, and budgeting/controlling is required
  • Demonstrated success in hands-on employee management, including coaching and mentoring staff members to support a performance-based culture
  • Demonstrated success in developing and implementing scalable, practical policies and procedures to drive business performance
  • Excellent interpersonal and partnership skills with customers, employees and colleagues
  • Eligible to work in the United States for any employer (Visa sponsorship is not available for this position)
  • Ability to travel internationally for training or global meetings (approximately 10% or less per year)
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What we offer

What we offer

  • Successful company experiencing ongoing growth
  • Generous employee benefits, including market-leading medical, dental, vision, disability and life insurance offerings, FSAs, EAP, 401k with company match, paid holidays, paid time off, paid parental leave and much more
  • Competitive compensation
  • Professional development opportunities
  • International experience
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Kari Carruolo

+1 800-951-4573