200+ applicants

Company

Vision Government Solutions, Inc. · 3 days ago

Customer Support Manager - AR/OK based

United States

Full-time

Remote

Mid, Senior Level

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Responsibilities

Acting as the face of Customer Support team by communicating effectively with clients and internal stakeholders

Managing the team’s workflow by tracking case volume and appropriately assigning cases to team members

Monitoring team performance and reporting on key metrics

Analyzing key trends to recommend and enact continuous improvement initiatives

Serving as an escalation point for clients that require additional support

Overseeing onboarding and performance management for all team members

Acting as a role model to demonstrate and coach customer support best practices

Manage team performance against agreed-upon metrics (backlog / case inventory, calls answered, response time, etc.)

Handle client escalations

Triage and assign inbound cases

Empower, coach, and mentor team members

Hire and train new team members

Roll out improvement initiatives like trainings, mentorships, and documentation

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SupportTeam ManagementCoaching

Required

Bachelor’s degree

Demonstrated performance in a team lead or manager role in a software support organization

A desire to elevate a Customer Support team into a Customer Success organization

Demonstrated organizational skills & high attention to detail

Demonstrated communication skills

Benefits

Health, dental, and vision plans

401(k)-matching program

Company

Vision Government Solutions, Inc.

Since 1975, Vision Government Solutions has been providing the highest quality Appraisal Services and CAMA Software in the industry to assessing departments located throughout the United States.

Founded in 1975