Customer Support Manager (onsite only)

The role

VIVO is a U.S.-based company that designs, manufactures, and supplies a diverse selection of products across multiple unique product markets. The ideal candidate will manage a team of customer service representatives, develop internal policies and quality control procedures, create strategies to improve the customer service process, ensure compliance with marketplace policies, maintain a training guide, manage staff schedules, lead department meetings, collaborate with other departments, and assist customers during high volume periods.

Responsibilities

• Manage a team of customer service representatives
• Develop internal policies and quality control procedures
• Create strategies to improve the customer service process and develop greater efficiency
• Ensure compliance with Amazon and other marketplace policies and metrics
• Maintain an updated training guide and oversee training of new employees
• Auditing of department metrics, monitoring trends, and setting strategy to achieve best practice
• Manage staff schedule and absences
• Lead monthly department meetings and follow up action plans
• Lead any program changes
• Collaborate with other departments to provide the best experience for the customer
• Assist with customers during times of high volume or absence

Requirements

3-5 years of Customer Support Management with a strong emphasis on technical skills and report management. Strong attention to detail and self-starting abilities are required.

Qualifications

Onsite in Goodfield, IL with Monday - Friday work hours from 8 am to 5 pm. Benefits include medical insurance (free for the employee), dental insurance, vision insurance, short term disability, life insurance, generous 401k match, PTO plus 8 paid holidays, anniversary bonus, and performance-based bonuses.