Customer Support Manager
VirtualVocationsEscondido, California, United Statesjob_description.job_card.30_days_ago
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- serp_jobs.job_card.full_time
job_description.job_card.job_description
A company is looking for a Customer Support Manager to lead and develop its customer experience team.
Key Responsibilities
Manage and support a team of 20+ agents and 2 Team Leads, providing coaching and development opportunities
Build and manage a QA program to ensure high-quality support and performance improvement
Own scheduling and capacity planning to ensure full coverage and adherence to service level agreements (SLAs)
Required Qualifications
3-5 years of experience in customer experience leadership within e-commerce or similar environments
Hands-on experience with Shopify and Gorgias, with familiarity in QA and workforce tools preferred
Proven ability to build and run QA programs and coach for performance improvement
Experience in scheduling, staffing models, and SLA tracking
Strong organizational skills and a passion for delivering excellent customer experiences
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Customer Support Manager • Escondido, California, United States
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