Customer Support Manager

* Deliver world-class customer support for Spectacles customers.
* Mentor and support Spectacles Support Specialists (agents) delivering omni-channel customer support.
* Review customer escalations and work with Legal/ other functions to resolve.
* Review team members’ performance, and provide feedback and training to help improve the quality of reviews.
* Liaise with our in region logistics partners for deliveries/ reverse logistics.
* Assess processes and identify inefficiencies to improve your team’s workflow.
* Drive improvements and implement new workflows working cross-functionally with IT/Legal/ Marketing.
* Serve as a consultative partner on Spectacles customer journeys and the impacts of new initiatives.
* Program manage delivery of new customer support enhancements.
* An understanding of what makes for good customer experiences and a passion for support.
* Call center/contact center experience.
* Ability to work efficiently in a self-directed environment and balance multiple workflows.
* Excellent written and verbal communication skills.
* Experience working with remote teams and 3rd party resource providers.
* Effective communication and collaboration skills 360.
* Ability to analyze, organize and prioritize work while meeting multiple deadline.
* Experience writing process flows and customer support copy.
* Passionate about new technologies and their applications.
* Proven program management and delivery experience.
* Bachelor’s degree or equivalent work experience.
* 3+ years of relevant work experience, 1+ year management experience leading others.
* Experience with Zendesk and Jira (or similar ticket managing tools).
* Excellent with data, with advanced Excel  the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position.

These pay zones may be modified in the future.
#J-18808-Ljbffr