Remote Customer Support Manager at Sienna Charles

Key Responsibilities

Team Leadership & Operations Management

• Oversee day-to-day operations of the client travel and concierge requests, ensuring high-quality customer service using tools like Zendesk.
• Manage and optimize team schedules to meet client deadlines, maintaining a standard of excellence in every interaction.

Zendesk Expertise & Automation

• Expertise in Zendesk: Customize ticket views, optimize workflows with triggers, automations, and macros, and configure SLAs to ensure timely resolution of client issues.
• Build custom reports to track KPIs such as response time and CSAT, and integrate third-party tools for smooth client communication.

Training & Development

• Lead the training program to empower the team, ensuring consistent performance at the highest standards.
• Conduct performance reviews and provide constructive feedback to enhance team skills and confidence.

Process Optimization & Innovation

• Collaborate with the team to identify areas for process improvement and create strategies to streamline workflows.
• Work with the technology team to implement new tools and optimize dashboards, ensuring team processes continue to evolve and improve.

Problem-Solving & Escalation

• Be the primary point of escalation for team concerns and client issues, finding creative solutions to unique challenges.
• Ensure any exceptions or complications are managed efficiently, maintaining high client satisfaction.

Persona Fit

Personality & Communication

• Relatable and engaging, with strong interpersonal skills and the ability to connect with clients and team members.
• Highly discrete and capable of maintaining confidentiality, with a professional demeanor in all interactions.

Attention to Detail

• Obsessed with precision and detail, ensuring every task is completed to perfection without compromise.

Prioritization & Efficiency

• Excellent at multitasking, managing multiple deadlines with urgency and efficiency, always ensuring that the most important tasks are prioritized.

Ownership & Accountability

• Self-driven and motivated to continually improve processes. You take ownership of your work and contribute to the team’s success.

Requirements

• 3-5 years of management experience with a proven track record of leading and empowering teams.
• Proficiency in Zendesk and other project management tools; tech-savvy with a quick learning curve for new software.
• Experience working with BPOs and outsourced teams.
• Background in high-end B2C services, particularly in the travel industry, is highly desirable.
• Results-oriented with excellent multitasking skills.
• Strong verbal and written communication abilities, with an emphasis on cross-functional collaboration.
• Proven success in driving projects from inception to completion and managing cross-functional teams.
• Creative and strategic thinker, especially in client advocacy and retention.
• Flexibility to work on weekends as needed.

Location & Timezone

Why Sienna Charles?