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Confidential Careers · 1 month ago

Customer Support Manager

Evanston, IL

Full-time

Onsite

Mid Level

$55K/yr - $65K/yr

Confidential is seeking an experienced Customer Support Manager to lead their Customer Service Representative team and oversee call center operations. This hands-on leadership role focuses on coaching, developing personnel, and enhancing customer experience through effective management and process improvements.

Human ResourcesRecruiting

Responsibilities

Lead and manage all call center operations, including scheduling, performance, and daily workflow

Coach, develop, and hold CSRs accountable to service standards and goals

Monitor call metrics and customer experience data to identify trends and opportunities for improvement

Implement and refine policies, procedures, and best practices to elevate service quality

Handle staffing needs, goal setting, performance reviews, compensation planning, and career development

Conduct regular training sessions and department meetings

Support customer scheduling and resolve escalated service or technical issues

Qualification

Customer service managementData analysisLeadership experienceMicrosoft OfficePeople managementCommunication skillsOrganizational skillsProblem-solving

Required

Proven leadership experience in a customer service or call center environment

Excellent written and verbal communication skills

Strong organizational skills with the ability to manage multiple priorities

Confident, diplomatic people leader who can motivate and address challenges directly

Comfortable working with data, reports, and performance metrics

Proficiency with Microsoft Office (Excel, Word)

Ability to stay calm, focused, and effective in a fast-paced environment

Benefits

100% company-paid Health, Dental, and Vision insurance (90% coverage for family)

Paid time off and holidays, including your birthday

401(k) with company match

Ongoing training and professional development

Opportunities for advancement and professional training

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Company

Confidential Careers

Disclaimer : We are a community and job agrregator job board, where recruiters & job seekers as members connect for confidential and other roles.

Founded in 2024

Gurgaon, Haryana, IND

2-10 employees

https://confidential.careers

Funding

Current Stage

Early Stage

Leadership Team

Edwin Xiao

Chief Revenue Officer

Company data provided by crunchbase