Support Team Manager

Support Team Manager
Apply from our careers page: Click to view/careers
About this Position
Goal set, report on KPIs, and increase the effectiveness of our support and events team to help our customers have the best possible experience.
About You
You want to build something incredible and are willing to put the work in to reach success. You are creative, independent and have a love for learning. You have a sense of humor, you’re a self-starter, problem solver and natural leader. You communicate openly, share your ideas and don’t shy away from feedback. You challenge both yourself and others around you. You are ready to inspire people to explore the world and connect with others.
About Let’s Roam
Let’s Roam is a startup (est. 2016) that helps people explore the world and connect with each other. Our culturally immersive scavenger hunts help people connect with their environment through team challenges and interactive games, while our corporate virtual team building events offer a fun and sophisticated way of bringing companies together and stay engaged with one another while living in a remote work environment. We plan on growing fast and you will have the opportunity to grow with us.
Our Culture
This growing company is always working hard and you’ll find a friendly atmosphere where everyone’s opinions and ideas matter. We want you to flourish and grow with us so you’ll have the opportunity to explore your own ideas and projects, even if they are not related to your day-to-day. You will be challenged to find ways to improve the customer experience and yourself. You will help us create a positive impact in our community through the Let’s Roam Foundation.
Benefits
As a travel focused company, we encourage our employees to explore the world and discover new ideas.
Build Something Amazing. You will be part of a team that is building something big. You will be able to shape our company and have a huge impact on how people travel and connect with each other.
Comprehensive Health Benefits Available. Low copay health, 100% Vision, 100?ntal coverage, 100% Life Insurance
Rest and Relaxation. 4 weeks paid time off, nine company holidays, paid sick days, paid volunteer days.
Golden Ticket. Up to $800 after your first year for a roundtrip flight to any city with a scavenger hunt in it.
Wellness Benefits – A monthly reimbursement for gym memberships, fitness activities, massages, nutritional counseling, weight-management programs, or other programs that build a healthier lifestyle.
Always Learning – Each year get a $450 reimbursement to learn something new that helps you grow: anything from music lessons to online classes.
Grow Your Comfort Zone – Each year get a $200 reimbursement to do something that scares you and you’ve never done before.
Great Company Culture. A small and creative team that allows you to make an impact on our customers’ lives while having fun and challenging yourself.
Position Description
Support Team Reporting (10% of Time)
Set ambitious goals to elevate team performance and inspire the team to achieve key performance indicators (KPIs).
Monitor and report on crucial metrics related to the Support Team’s activities.
Compile comprehensive Quality Assurance (QA) sessions in an easily digestible format for management review.
Present monthly reports outlining team accomplishments and areas for improvement to senior leadership.
Oversee Support and Events Teams (40% of Time)
Handle customer escalations with finesse, providing guidance and resolution.
Offer support and guidance to team members regarding client inquiries and concerns.
Ensure seamless coverage by filling in during team members’ absences and managing support inboxes.
Serve as the final point of contact for unanswered support calls.
Regularly update and maintain knowledge base materials.
Facilitate team training sessions on process enhancements and oversee payroll activities.
Client Support Process & Product Improvement (25% of Time)
Continuously identify customer pain points and recommend system and product enhancements.
Collaborate with product teams to address issues highlighted by client feedback.
Manage client feedback channels and provide timely responses.
Coach team members based on client feedback to enhance the overall customer experience.
Implement new processes to enhance customer satisfaction and provide ongoing team support.
Quality Assurance and Team Development (15% of Time)
Conduct weekly QA evaluations for each team member, offering immediate feedback and coaching.
Facilitate monthly one-on-one coaching sessions to address performance and development areas.
Proactively identify opportunities for team improvement and develop action plans.
Organize regular team meetings to foster collaboration and share best practices.
Ensure team members receive necessary training and documentation to excel in their roles.
Refund Requests and Disputes (10% of Time)
Develop strategies to minimize refund requests and disputes.
Ensure thorough documentation and compliance with refund policies and legal regulations.
Monitor team performance in processing refund requests and track approval rates.
Occasional Responsibilities:
Assist with customer inquiries during peak periods, particularly during December.
Undertake special projects as assigned by the team.
Participate in the hiring process for new team members.
Outcomes:
Reduced refunds and disputes.
Standardized reporting procedures.
Regular reporting on key metrics.
Adequate staffing and scheduling.
Benchmarking data and performance goals.
Enhanced client satisfaction through process improvements.
Competencies:
Minimum 5 years of team management experience in the BPO industry.
Proficiency in setting and achieving KPIs.
Strong QA skills and data analysis abilities.
Exceptional communication skills.
Proficiency in reporting tools like HubSpot.
Experience with hiring and coaching team members.
Reports to: Head of Client Experience, Sasha
Join us in our mission to deliver exceptional customer experiences. Apply now to become our Support Team Manager Scorecard and lead our teams to new heights of success!
Apply To Join Our Team
Click to view/careers
or Send an email to Click to view with the subject: “Let’s Roam Support Team Manager Application”