Overview As Customer Support Senior Manager, you will lead multi-channel contact center operations to deliver outstanding customer experiences and strong performance metrics. You'll drive improvements using VOC data across sites and partners, shaping cross-functional initiatives that enhance productivity and service quality. You will foster an engaging, high-performing team culture while ensuring accountability and collaboration with internal and third-party partners. This role offers a strategic opportunity to scale operations and elevate the customer journey in a fast-paced retail environment.
Compensation / Benefits- Competitive Medical, Dental, and Vision Insurance
- Generous paid time off (vacation, personal days, sick leave, holidays, birthday)
- 401(k) Profit Sharing Plan with company match
- Tuition reimbursement and professional development
- Employee Discount from Day 1; exclusive partner discounts
- Pet Insurance and Life Insurance options
Responsibilities- Analyze data to identify root causes, implement improvements, and reduce recurring issues
- Provide VOC-driven insights to internal teams and partners
- Define and manage reporting for voice, chat, SMS, email, and other channels
- Communicate expectations across multi-site and remote operations with scorecards
- Drive day-to-day performance through KPI reviews, coaching, and follow-up
- Lead Customer Support operations to meet KPIs like NPS, FCR, and AHT
- Oversee staffing, compliance, and provide backup leadership across support functions
- Serve as SME on customer support best practices and contribute to cross-functional strategy
Key requirements- 8+ years in Customer Support or related field
- Experience leading multi-channel contact center operations and managing performance across internal and/or third-party teams
- Experience using operational data and KPIs to identify issues and drive improvements
- Strong leadership, coaching, communication, organizational, and cross-functional partnership skills
- Bachelor's degree in business management, technology, marketing, or related field
- leadership
- coaching
- communication
- Medallia
- Zendesk
- Calabrio
