Manager of Customer Support
Craftsy - Denver, CO

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Craftsy is known for passionate, friendly and effective customer service. Each day we laugh, smile, and are inspired by the interactions with our passionate members. We are looking for someone who can lead a key part of the customer support team in continuing to turn our members into raving fans.

As the manager of your direct team, you will lead by example and continue to strengthen a team that is passionate about creating the best experience for our members and prospective members. The right individual will take ownership on their work, work in autonomy, and display extreme dedication and commitment. In this role, you will be responsible for training, coaching, and supporting individuals as well as managing workflow, operations, and inter departmental communications.

Note, a cover letter is a requirement for this application. Please attach yours along with your resume where indicated.

Responsibilities include but are not limited to the following:

Team Management:
Support, coach, and lead direct reports in providing excellent support and creating raving fans
Advocate for and coach direct reports in their professional development
Organize and run weekly team meetings and daily morning stand up meetings
Foster and strengthen team culture of positivity, passion, engagement, efficiency, and innovation
Ensure each member of the team exercises their creative freedom and responsibility to ensure our members experience is exceptional
Encourage individuals to proactively reward loyal Craftsy members on a daily basis
Identify and foster opportunities for individuals to lead on tasks, projects, or initiatives

Workflow & Operations Management:
Manage and optimize best workflow practices
Ensure individuals and team are meeting our extremely high service levels
Identify areas for improvement and implement solutions against these areas
Monitor trends and create data driven reports to influence our direction
Ensure we are providing both proactive and reactive support on a daily basis
Delegate and/or resolve internal requests
Develop and execute creative solutions to current unfavorable processes
Take ownership on escalated tickets or calls (these are very seldom)

Interdepartmental Communications:
Obtain, organize, and distribute relevant information from other departments to the support department on a regular basis
Forge strong working relationships with colleagues
Advocate for your department and our members needs with other internal teams

Requirements:
Previous customer support management experience and/or relevant work experience
Availability to work various scheduled shifts (provided in advance), including evening and weekend hours
Ability to be "on call" during high volume times (ie. sales, etc)
Ability to work in a fast-paced and quickly changing environment
Empathetic, patient, and clear communication skills