Develop strategies to enhance and expand the reach, impact, and quality of customer support and engagement.

Establish customer service standards for new and emerging service channels, such as live chat, SMS messaging, AI, are to name a few.

Manage the day-to-day operations of Customer Success Specialists through multiple Customer Success Coordinators (team leads).

Collaborate with the team and other areas within the business on the team’s processes, procedures and software to better understand opportunities and risks.

Manage the day-to-day operations of the Support Operations Coordinator (manages Zendesk workflows, process management, internal tools and reporting).

Create a living process that allows for continuous improvement of new hire training and employee development programs.

Improve customer service quality results by studying, evaluating, and re-designing processes; monitoring and analyzing results; implementing potential changes.

Partner with Finance for forecasting and budget management for the department will be crucial.

Define and effectively manage department KPIs.

Hire/Recruit for a growing team.

Approve PTO and time off requests.

Create reports for departments heads for KPIs and bimonthly meetings with them.

Conduct 1:1s with all team members to provide feedback, unblock obstacles, etc.

Conduct performance reviews.

Work cross-functionally with Operations, Product, Marketing teams, and any additional areas.

Continuously work to improve team’s performance across a number of KPIs.

Manage escalated issues in partnership with Leads and Director, as needed.

Play a significant role in long-term planning, including creation and implementation of initiatives geared toward excellence.

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