Job description
Who we are
Spiraledge is a collection of companies focused on health and wellness and a leading U.S. ecommerce retailer. Spiraledge operates through two primary online stores SwimOutlet.com and Everyday Yoga.com. Headquarters are located in Campbell, California with offices in Ohio, Massachusetts and Vietnam. Both SwimOutlet.com and Everyday Yoga have been named an Internet Retailer Hot 100 Company.
SwimOutlet.com Founded in 2000 and headquartered in Campbell, CA, SwimOutlet.com is the premier online destination for aquatics apparel and the web's most popular swim shop. Since its inception, SwimOutlet.com has expanded into virtually every activity that takes place in and around water, becoming the largest online specialty store for aquatics in North America.
Customer Support Manager
Remote | Full time | SwimOutlet.com
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, Twilio, Klaus and Five9 experience
- Experience reducing cost and improving customer experience thru AI CS tools
- 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
USA Pay Range
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.
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