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Otonomee | B Corp™ · 22 hours ago

Customer Support Team Manager (Remote in Portugal)

United States

Full-time

Remote

Mid, Senior Level

2+ years exp

Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. They are seeking a Customer Support Team Manager to lead and manage a team of customer service advisors, ensuring the delivery of high-quality service to clients while driving performance and operational efficiency.

Information TechnologyOutsourcing

Responsibilities

Working as part of the Operational management team and being a key point of contact for day-to-day operations

Foster a culture of accountability, collaboration, and continuous learning within your team

Acquire and transfer the knowledge of tools and associated workflow processes, ensuring team members are fully briefed on new information (Issues, new product information, new releases) within agreed time scales

Assist in developing and streamlining procedures, and implement any process or system changes that will drive efficiencies and improvements

Coach, motivate, reward, counsel, and assist support performance through 121’s, team meetings, and feedback

Ensures and monitors that compliance guidelines are being followed, supporting and maintaining service management, identifying gaps in knowledge articles, and addressing those gaps

Monitors, establish, and analyze performance trends, to drive improved performance

Ensure that service level targets are monitored, and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and any other absence

Drive the escalation process to identify potential issues that may affect operations and service delivery, and propose resolutions for the same

Implement and facilitate the personal and professional development of your team by giving them constructive feedback

Resolve complex problems, questions, or complaints; direct unique problems to the appropriate person

Provide a high level of customer service and/or technical support and understand the nuances of how it applies within the organization

Qualification

BPO OperationsCustomer SupportTeam ManagementPerformance AnalysisProblem-SolvingEnglish ProficiencyCommunication SkillsGrowth Mindset

Required

You must have a minimum of 2-3 years' Team Management experience, managing a team of Customer Support Advisors in a BPO/ Contact Centre environment

You are competent in providing high-level support to both team members and customers

You can demonstrate high levels of initiative with the ability to plan and prioritise tasks

You are proven to be organised, methodical and rigorous

You have strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions

You are a team player able to develop great relations with all internal teams

Have a growth mindset and are a proactive, self-motivated individual

Have remote working experience and capabilities

English Proficiency & Comprehension (spoken and written)

Benefits

Coverflex flexible benefit

Internet Allowance (20 Euros per month)

Meal Allowance (7.63 Euros daily)

Equipment provided

Home office allowance

A Buddy on joining

Online Gym and Wellbeing Studio.

The opportunity for professional growth.

Fun company events and team outings.

Autonomy and Responsibility

Company

Otonomee | B Corp™

Founded in 2020, Otonomee is one of the world’s first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions.

Founded in 2021

Cork, Cork, IRL

201-500 employees