GoodLeap is seeking a Manager, Servicing Customer Support to lead and develop the team responsible for resolving customer inquiries and escalations. You will be instrumental in improving service quality and operational efficiency for our customer support function.
What You'll Do
- Lead and manage the Servicing Customer Support team, focusing on daily operations and performance.
- Develop and implement strategies to improve customer satisfaction, response times, and issue resolution.
- Analyze support data to identify trends, drive process improvements, and report on key metrics.
- Coach and mentor team members, fostering professional growth and development.
- Partner with internal teams to address complex customer escalations and systemic issues.
What We're Looking For
- Proven experience managing a customer support or service team in a fast-paced environment.
- Strong analytical skills with the ability to interpret data and translate insights into action.
- Excellent communication and interpersonal skills for coaching teams and collaborating cross-functionally.
- Demonstrated ability to improve support processes, quality standards, and team efficiency.
- Experience with customer support platforms and case management systems.
Work Mode
This is a remote position open to candidates based in the United States.
GoodLeap is an equal opportunity employer.
