Customer Support Manager

Job Description:

Date posted: January 17, 2023

Location: Remote

Who we are

Spiraledge is a collection of companies focused on health and wellness and is the parent company of fast growing ecommerce sites SwimOutlet.com & Everyday Yoga. Both SwimOutlet.com and Everyday Yoga have been named an Internet Retailer Hot 100 Company.

SwimOutlet.com is the largest online specialty store for aquatics in the United States and has the largest selection for swimming, water polo, fashion, beach and surf!

Everyday Yoga is the first specialized multi-branded online yoga retailer, offering a broad selection of yoga brands and yoga-inspired products to all levels of yogis.

Customer Support Manager

Remote | Full time | SwimOutlet.com

Compensation Range: 70k-80k

About the Role

SwimOutlet’s Customer Support Manager will lead our customer support operations focusing on technology and customer focused professionals who provide top-notch global support to our customers. As an experienced leader, you will be responsible for creating, developing and leading team culture, training and professional development. Experience creating strategic business plans and data analytics are critical for success in the role.

What you will do

  • Everything possible to attain goals and achieve great results for our company
  • Build, lead, mentor and maintain a team focused meeting KPIs and providing an exceptional customer experience 
  • Create and implement strategic plans for improved team performance 
  • Develop objectives for the day-to-day activities
  • Collaborate on long-term goals with the key stakeholders
  • Collect, analyze and present weekly, monthly and annual reports with actionable data (sales rates, costs, customer service metrics etc.) in a manner that can drive business decisions and maximize our customer experience
  • Collaborate with department leadership to identify and analyze training needs, resources and tools for new hires and existing employees to ensure success through optimizing procedures and keeping staff motivated
  • Coach and mentor the team
  • Provide consistent feedback to define a clear path to success
  • Looks for ways to improve the performance of Customer Support by identifying and implementing work efficiencies through process improvement techniques
  • Manage the scheduling, hiring and training of the customer support team

What you bring to the team

  • 5 years of leadership experience managing an in-house remote customer support team of 50-100
  • Tech Savvy: NetSuite, Zendesk, Klaus and Five9 experience
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc)
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability 

Equal Employment Opportunity Policy

Spiraledge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

How to Apply

Please go to the following link to apply: https://grnh.se/2fe42f785us

Contact Information