Work From Home Customer Support Manager Needed

Evernote is known for their software for notetaking and archiving and right now the company is hiring a work from home customer support manager. This position will oversee other customer service professionals that will be assisting customers with technical issues.

Responsibilities:

• Represent Evernote as a unified entity to customers, collaborating with various Evernote teams to ensure prompt resolution to customer support issues
• Mentor and coach team members, hire and develop talent, and manage performance
• Use quantitative metrics to drive operational excellence
• Relentlessly represent customer interests and perspectives to Evernote team members
• Continuous improvement of a customer experience plan, contribute to product and service development and technology strategies
• Develop high-performing team members to provide world-class customer service in multiple support channels
• Ensure self and team is perceived as approachable

Requirements & Skills

• Bachelor’s degree required
• Requires extensive customer service experience, people management, and organizational skills
• At least 3+ years direct experience overseeing contact center in a high-tech environment
• Ability to think globally and offer alternate options to problem resolution where possible
• Ability to work independently with little management or direction on routine duties or projects, minimal general instruction on new assignments
• Proven performance management skills
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change
• Demonstrated ability to implement process enhancements and efficiencies including performance
• Demonstrated business acumen, customer awareness and ability to create value
• Outstanding communication skills, both oral and written, ability to manage multiple business areas and people
• Interacts with peers and managers on business and technical issues.
• Ability to interact with remote teams
• Ability to oversee or direct functions, delegate work, and effectively negotiate issues with CS management
• Ability to use interpersonal skills to attract, motivate and develop team members
• Excellent conflict resolution skills and ability to interact with a variety of teams with varied skill-sets both internal and where needed external
• Ability to work at least 1 weekend day, evenings/early mornings

Visit the original job listing here to apply.