Outbound Customer Support Manager

The Outbound Customer Support Team Manager’s primary role is to oversee the daily operations of the Outbound Customer Support team. This team will proactively reach out to current Propel customers with analytics and performance metrics for current campaigns and products. The specific clients that will be reached out to do not fall under an Account Manager contract value threshold.
Key Responsibilities
– Manages the workflow of proactive post-fulfillment needs
– Oversees a team of 3-6 employees
– Lead and collaborate directly with Market Support Specialists to ensure necessary proactive reporting and communications are taking place across the country.
– Assist in developing our customer service practice
– Augment our training and help content as needed for outbound support
– Provides reporting on progress of the team and impact on overall operations department
– Works with Operations team members to assess and resolve escalations that come up
– Provides feed-back through regular meetings with Team Managers to discuss trends/highlights/areas where improvement in reporting and process may be needed
– Leads weekly check ins with all team members in Outbound Customer Support
– Weekly check in with Customer Support Operations Manager to report on trends/issues and review all reporting as needed
– Consistent meetings with Customer Support Manager to ensure consistency and transparency between reactive and proactive support
Position Requirements – Knowledge, Skills, Abilities:
– Excellent written and verbal communication skills
– Proven conflict resolution skills
– Ability to multi-task in a fast paced environment
– Organized with a strong attention to detail
– Highly analytical and proven ability to solve problems presented with set strategies
– Understanding of digital marketing best practices acquired through work experience
– Salesforce knowledge and understanding desired

Education & Experience:
– Four year college degree required
– 2-3 years of experience in a Customer Support/Client Services/Account Management role
– Proven success in a leadership role
– Digital Marketing experience required

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