Customer Support Supervisor
At a glance
Location: US-CA-Carlsbad Map
Posted: 01/04/2022
Closing: 02/03/2022
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Job description
  • Provides 1on1s for coaching and development
  • Utilizes metrics to drive department performance and Associate development
  • Ensure department policies and procedures are being followed to ensure consistent productivity
  • Participates in building a strong customer support team by utilizing leadership skills and positive influence that is customer focused
  • Possesses ability to mentor team members and coach to service level compliance including hold times, first call resolution, case, and RMA accuracy
  • Identify career path goals, progression and areas that need improvement for personal and professional growth
  • Provide guidance to customer support engineers during complex customer calls to expedite time to resolve
  • Provide a framework for new hires and participate in onboarding while coaching to resources that are available to assist them and how they can excel at their role
  • Monitor the inbound call queue to ensure service level compliance and make queue staffing adjustments as needed
  • Responsible for customer service quality by listening to and rating calls in addition to reviewing individual agent case management for accuracy
  • Responsible for handling escalated customer concerns/inquiries and promoting Sound products and services
  • Handle highly visible customer accounts with urgency without sacrificing quality
  • Deliver agent performance metrics to Customer Support management and make recommendations for improvement or growth
  • Participate in process gap analysis to identify process improvement opportunities
  • Takes independent actions and calculated risks in solving customer issues

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Customer Support Supervisor