The Director/Manager of the Customer Service team is responsible for the success of the growing StratEx customer service department. This position will be responsible for: managing the daily activities of an inbound/outbound service team, identifying and executing on process improvement opportunities as well as areas for standardization, introducing KPIs to manage performance, providing employee coaching and development, and increasing efficiency of operations while providing a high level of customer service. This position manages the Customer Service Team Leads, who manage frontline service consultants, and the Solution Architects, who are responsible for troubleshooting complex system issues.

As the Customer Service Manager, you will develop strong relationships with leaders throughout StratEx and with other departments including Sales, Marketing, Product, Operations, and Accounting. In this role you will report to the VP of Client Services.

Job Responsibilities/Essential Functions include, but are not limited to:

• Oversee a team of 15+ inbound/outbound Service Consultants focused on customer service; lead and mentor two Team Leads and two Solution Architects
• Build out and standardize team KPIs
• Monitor the Service Level Agreements (SLA), improving contact performance, increasing efficiency and improving the customer experience
• Collaborate with the Leadership team (the VP of Client Services and your peers) to align on StratEx-wide strategy and OKRs
• Establish QA monitoring program
• Work closely with the training department to identify and address performance gaps and establish ongoing training initiatives
• Identify trends in customer satisfaction or dissatisfaction and provide recommendations to leadership
• Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide employee coaching and development
• Work cross-functionally with other departments to ensure appropriate support and preparation for various initiatives (examples include new contact channels such as chat, email marketing campaigns, etc.)
• Serve as project leader in the implementation of new or special projects
• Identify and execute on process improvement opportunities, especially related to Salesforce and phone processes
• Interact with clients to handle situations that need to be escalated past a Team Lead
• Direct the team’s overall recruiting, staffing, scheduling and performance management in order to best support our clients
• Create a positive team environment with high employee engagement and job satisfaction
• Regular and predictable attendance

Requirements:

• 5+ years leading and managing a support organization at a SaaS or tech company
• Proven success building out processes and capacity for a fast-scaling organization that is quick moving and ever changing
• A strong track record of people management (leaders and individual contributors), mentorship and career planning
• Ability to prioritize and work well both independently and as part of a team; ability to balance strategic project planning with real-time problem solving and putting out fires
• Proven ability to work well under pressure making sound decisions quickly in a fluid, fast-paced business environment
• Creative thinker with innovative approach to problem-solving
• Demonstrated leadership and people management skills, proven ability to effectively develop, coach and motivate employees
• Strong technical aptitude; willingness to problem solve with team members
• Demonstrate customer empathy along with passion for growth
• Prior experience with Google applications, Salesforce, and Telephony system; familiar with Workforce Management concepts and tools
• Ability to express ideas in clear and concise manner effectively to all levels of the organization
• Strong decision-making skills and ability to resolve problems

Competencies:

• Leadership skills
• Emotional Intelligence
• Critical Thinking
• Process Mapping
• Accountability
• Business Acumen
• Time Management
• Interpersonal Communication

   

Physical Requirements/Work Environment: 

• Must be able to sit at a desk for extended periods of time while working

• Must be able to proficiently operate a computer and VOIP phone as means of communication with colleagues and clients

• Must be able to occasionally travel to on-site client meetings within Chicago area

• Must be able to work out of our HQ office in order to facilitate management of day to day team activity as well as collaborate with leadership

Equal Opportunity Statement:

Decisions and criteria governing the employment relationship with all employees at StratEx are made in a non-discriminatory manner, without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender expression, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state or local statutes.