Customer Service Manager

This role will oversee a team responsible for providing exceptional customer support and resolving inquiries. This role will be responsible for leading both the day-to-day customer operations, while also driving the necessary strategic projects and process improvements to take the organization to the next level. This role will develop strategies to enhance customer satisfaction, train staff on best practices, and analyze performance metrics to drive improvements.

Role Responsibilities:

• Lead the entire customer support team for Nomad. Responsible for 24-hour operations and team management for all weekday or weekend shifts.
• Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards
• Lead support associates by assessing employee performance, managing the quality of customer interactions, providing positive/constructive feedback, and addressing repeat issues with corrective actions
• Develop reporting and analytics that measure end-customer and internal team successes.
• Partner and create training programs and maintain an internal knowledge base, along with coaching tools, that enable our support associates to be knowledgeable, nimble, technically capable, and excellent communicators
• Develop, and continually update, triage methods and troubleshooting playbooks that improve resolution speed and first-touch resolution
• Ensure business practices are being followed to ensure the processing of customer interactions are in a quality manner
• Collaborate with internal teams (Sales, Marketing, Finance, Development, etc.) to design simple and effective support interventions that improve our customers' experience
• Handle escalated customer inquiries or complaints, resolving issues in a timely and satisfactory manner
• Create, review, and continually maintain a customer-facing help center
• Establish and track metrics to evaluate customer satisfaction and service quality including; CSAT, NPS, FCR, AHT, CES, retention and churn rates, and service quality scores
• Develop reporting and analytics that measure end-customer and internal team successes
• Utilize quantitative and qualitative methods to understand the root cause of new and trending issues
• Maintain accurate records of customer interactions, transactions, comments, and complaints
• Monitor and approve employee time-keeping records

Basic Qualifications:

• Bachelor’s degree and 5+ years of professional experience in customer operations
• Previously worked for another Internet Service Provider
• 3+ years of professional experience in a supervisory or managerial role focused on customer operations

Preferred Skills and Experience:

• Experience leading a team as either a manager (responsible for a multi-tiered organization) or front-line supervisor (with direct reports)
• Excellent communication and team-building skills
• Ability to work in a fast-paced /cross-functional environment
• Organized and self-driven, capable of working independently with little direction
• Capable of adapting to abrupt changes in strategy
• Strong attention to detail, project management, and organizational skills. You take pride in your craft

Compensation and Benefits:

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience. You may be eligible for long-term incentives, like performance and discretionary bonuses. You will receive access to medical, vision, dental coverage, short-term disability insurance, and life insurance. You may also accrue 3 weeks of paid vacation and be eligible for 6 paid holidays per year.