Customer Support Manager

Customer Support Manager

Bradenton, FL, USA Req #463 Wednesday, June 26, 2024

About IMG Academy

Named by Sports Business Journal as one of the Best Places to Work in Sports in 2024, IMG Academy is the world's leading sports education brand, providing a holistic education model that empowers student-athletes to win their future, preparing them for college and for life.

IMG Academy provides growth opportunities for all student-athletes through an innovative suite of on-campus and online experiences :

• Boarding school and camps , via a state-of-the-art campus in Bradenton, Fla.
• Online coaching via the IMG Academy+ brand, with a focus on personal development through the lens of sport and performance
• Online college recruiting , via the NCSA brand,providing content, tools, coaching and access to a network of 40,000 college coaches

The Customer Support Manager is directly responsible for leading and managing the customer support team in ensuring the team is creating and fostering excellent customer service experiences for both new and existing customers.

The Customer Support Manager oversees a team comprised of customer support specialists responsible for the lifecycle of the onboarding process for both the Camp and Boarding School program, while serving as the main point of contact for the customer through the duration of the process.

The Customer Support Manager will proactively identify opportunities to enhance the customer journey, while acting as a resource to the customer support team and helping to solve complex customer issues.

Working closely with campus leaders and sales team members, this role will be vital in providing a positive brand experience to all customers.

Position Responsibilities

• Oversee customer journey from sales handoff through delivery
• Builds a standardized customer journey experience for the support team to follow
• Defines best practices within each step of the customer journey process and develops training programs specific to the customer journey
• Develop tactics to increase revenue of add on products such as transportation, gear packages, off-campus excursions, hotel etc.
• Establish and implement effective strategies for increasing retention
• Serve as a liaison to the support staff and upper management
• Manage support staff responsible for clearance of registrations forms for camp and boarding school
• Lead trainings and meetings covering support communications, customer feedback, and best practices to help support peers
• Manage time effectively, meeting personal and company goals and working effectively with other members of the advisor team
• Provide support for Camp Advisors and outside staff to provide solutions to concerns
• Demonstrate product knowledge in all areas of camp and boarding school programs
• Adhere to all company policies, procedures and business ethic codes
• Other duties as assigned

Knowledge, Skills and Ability

• Bachelor’s degree or equivalent work experience
• 2-3 years of customer service experience specifically in sports or entertainment
• General knowledge of sports
• Demonstrated track record of sales revenue
• Experience with MS Office
• Desire to work collaboratively with colleagues
• Excellent written and verbal communication skills
• Attention to detail

Preferred Skills

• Bilingual
• Master’s degree in Sports Management, Business or related field.

Physical Demands and Work Environment

• Ability to lift, move, push and pull equipment or boxes in excess of 40lbs.
• Must be able to move around campus which includes gym, turf, fields, etc.
• Ability to work flexible hours to include nights, weekends and holidays is required

Background Requirements :

• Requires a background check upon offer
• Requires a drug test upon offer

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfect with every qualification in the job description, we encourage you to apply anyway.

You may be just the right candidate for this or other roles.