Manager, Customer Support
As a Customer Support Manager, you are responsible for maintaining daily activities and providing leadership to a team of 8-12 Customer Support Representatives. The Manager will provide day-to-day coaching, guidance, and leadership to the Customer Support Staff, while assisting in developing, deploying, and maintaining standard operating procedures to meet the company's mission, vision, and values regarding customer support.
Responsibilities
- Lead daily activities of the team to ensure all work is completed timely with attention to detail to meet quality standards and goals.
- Monitor and review calls and other correspondence between representatives and customers.
- Manage escalated issues and provide direction.
- Ensure representatives are informed about changes to company products and services.
- Develop staff by managing performance, setting goals, providing ongoing training, and maintaining strong employee relationships.
- Participate in the interview process with the Senior Customer Support Manager.
Requirements
- High School diploma.
- 3-4 years in a high-volume payroll role with customer-facing responsibilities.
- Knowledge of federal and multi-state payroll/benefit laws.
- Strong leadership and interpersonal skills, flexibility, and customer service orientation.
- Strong knowledge of computer software applications (e.g., Microsoft Outlook, Explorer, Word, Excel, and PowerPoint).
About isolved
isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers—who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management, and engagement management functions.
For more information, visit www.isolvedhcm.com.