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PrincePerelson & Associates Customer Support Manager (Remote) in Utah

Customer Support Manager (Remote)

Salt Lake City, Utah

Join one of the fastest-growing pet companies in the world.

What You Will Achieve:

  • Reporting directly into the Chief Commercial Officer, you will have complete ownership and responsibility for the US based Customer Service team.

  • Build a world class customer experience that surprises and delights rather than just reacts.

  • You will be obsessed with data. Data is at the core of every successful Customer Service operation. With complete understanding and constant review, you can identify areas for action and improvement and measure effectiveness.

  • You will structure your team, processes and reporting so that continual and accurate data collection and analysis is a key priority.

  • Optimize processes, reporting, and documentation.

  • Assess org chart and quickly work to establish, train and empower your trusted team leaders, that will support you in executing new strategies, reporting and improvement measures.

  • Implement and build a culture of solving, not just answering customer queries.

  • Build a culture of happy CS agents who feel looked after and listened to, receive relevant training and career plans.

  • Create a culture of creativity it’s competitive market, but in customer service teams in general.

  • Building close working relationships with other heads of department to encourage a collaborative working culture where cross departmental processes can be optimized, which in turn will ultimately make your CS agents job easier, and customer service better.

  • Have a strong input into and influence on, Customer Experience strategy, working directly with company leaders to constantly look at way to optimize and provide a great customer experience.

This Should Describe You:

  • You have at least 3-5 years experience in a similar Senior Manager / Leadership role

  • You have experience in managing large teams through a smaller managerial team

  • You are strategic and results driven and see tasks through to completion

  • You are ready to roll your sleeves up and get your hands dirty, to get on the phones and answer customer calls to understand the job at the coal face. There is no job too big or too small

  • You are a team player but are not afraid to put pressure on other senior members to get the things done that your department needs

  • You are a creative problem solver and see solutions rather than problems

  • You are proficient in structuring and organizing your day to day to deal with many different types of tasks, from HR issues relating individual CS agents to big company strategy meetings

  • You are a self-sufficient, self-starter and are ready to hit the ground running and take complete ownership of this department, it’s people and it’s future success

PrincePerelson & Associates is an Equal Opportunity Employer and we do not discriminate against applicants due to race, color, religion, sex, national origin, age, disability, genetics, veteran status, or on the basis of disability or any other federal, state or local protected class. All applicants applying for U.S. job openings must be authorized to work in the United States.