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Manager – Customer Support
| Company | Rewards Network |
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| Location | Chicago, IL, USA |
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| Salary | $75000 – $90000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- High School Diploma or equivalency
- 5+ years of member, customer, or client facing experience
- 2+ years of leadership experience in a call center environment
- 1+ year of direct people management experience
- Demonstrated success in managing and improving KPI’s
- Demonstrated leadership skills, including effectively coaching, leading resolution of escalated issues, training, or other support
- Demonstrated understanding of industry best practices and call center KPIs
- Excellent written/verbal communication, in-person and virtually
- Ability to work in a fast-paced environment with regularly changing priorities and rapid growth
- Proven success building strong internal and/or external relationships, service-oriented approach
- Demonstrated ability to handle complex and/or escalated account/customer issues or other service challenges
- Strong problem-solving and conflict resolution skills
- Ability to drive team culture and employee engagement
- Attention to detail and excellent organization skills
- Proficiency in CRM software and MS Office Suite
Responsibilities
- Drive team performance and success to KPI’s.
- Manage daily team schedule and capacity planning to ensure consistent phone and email coverage.
- Develop and manage quality assurance (QA) and customer satisfaction (CSAT) programs.
- Uncover training needs and curate new hire training, continuous learning, and cross-training programs.
- Provide feedback, coaching, and mentorship to direct reports to ensure performance is effectively managed and career paths are clearly developed.
- Research, evaluate, and handle escalated customer complaints as needed.
- Innovate and recommend new technical solutions, process improvements, and automation projects.
- Serve as Subject Matter Expert on various loyalty rewards programs and bonuses through Rewards Network and other partner brands.
- Collaborate with various leaders and departments, including but not limited to: Product, Marketing, Processing, Legal, Client Services, and Support Center to resolve member questions and concerns.
- Champion organizational and procedural changes as business objectives evolve.
- Help manage technology vendor relationships and maintain open communication with their support representatives.
- Participate in leadership training and ongoing development.
- All other duties as assigned.
Preferred Qualifications
- Associate’s or Bachelor’s degree in business, finance, or related field
- Experience in financial services, banking, credit card industry, or financial technology preferred
