Customer Experience Manager II

Job description

The Customer Support Manager II leads a defined group of Customer Support Representatives providing guidance, support and service for our Tier 1 (highest revenue/revenue potential) customers. They are responsible for developing customer service strategies and plans to maximize the satisfaction of these customers, which will translate into added revenue. The Manager is responsible for continuously improving the customer experience by identifying pain points, gathering feedback, and implementing solutions to enhance satisfaction. The Manager will review existing customer service processes and identify opportunities for streamlining, automation, and efficiency to enhance service delivery. They will collaborate closely with the Tier 1 Sales team/Leaders, Finance & Billing, supply chain and other support teams to align customer service efforts and ensure a seamless customer experience and contractual obligations. Primary Responsibilities: - Lead a CSA team to effectively support our highest revenue customers, including ensuring associates resolve all customer queries in a timely and effective manner. - Ensure team achieves all assigned metrics, with an emphasis on those related to quali...