Tactacam Looking for Customer Service Manager at United, WV Full Time

Tactacam LLC is a rapidly growing company that has expanded in the last 8 yrs to 150M+ in revenue and over 500,000 active customers through our hardware and subscription based programs. We are focused on creative and innovative customer loyalty and retention programs to drive our organization into the future. We are looking for a special individual to lead multiple divisions that make up our customer success teams.

Overview:

The Manager, Customer Support leads a 2 – 3 teams of customer support specialists (each led by a Team Leader) who deliver exceptional service experience to Tactacam customers across all phases of the customer journey including onboarding, technical support, and billing support. The successful candidate will be a dynamic, positive, motivating leader with the ability to infuse their team with a relentless drive to maximize customer retention, reduce customer effort, and increase operational efficiency.

Responsibilities:

• Lead the customer support team’s day-to-day operations including support operations, workforce scheduling, team training / certification, and escalations.
• Lead personnel selection (hiring), coaching, reward / recognition, promotions, and performance improvement actions for the team.
• Manage and make improvements to team operations to meet (or exceed) service goals by monitoring service levels, performance reports, and metrics.
• Assess individual agent and team skill expertise and service efficacy, implementing improvement action plans, as needed.
• Participate actively in the design and creation of customer support processes that will enhance customer satisfaction, reduce customer effort, and improve operational efficiency.
• Create professional development and improvement strategies and opportunities for the team.
• Act as a point of escalation for Team Leaders.
• Work collaboratively with fellow managers and leaders across the organization to constantly improve yourself, the team, the company, and the customer experience.

Required Qualifications / Experience:

• 5+ years experience leading customer-facing operations / support teams, preferably in support of software / technology related products whose primary audience is B2C (end-users).
• Experience executing within employee management programs that include onboarding, training/certification, and personnel management.
• Experience hiring and growing mission-focused teams with a passion for delivering exceptional customer experiences.
• Demonstrated exceptional ability to lead and influence senior-level stakeholders.
• Bachelor’s degree in a related discipline, or combination of education and related experience.
• Demonstrated proficiency with office suite applications such as G-Suite and MS Office.
• Outstanding communication skills including the ability to simplify complex topics and adjust delivery for a variety of stakeholders.
• Demonstrated passion for creating effortless customer journeys and exceptional customer experience.
• Successful candidates will either possess expertise in Tactacam products / service or achieve required proficiency within 3 months of employment.

Preferred Qualifications / Experience:

• Experience with consumer software / technology related products.
• Experience leading and supporting customers in the outdoors / sporting goods industry

Job Type: Full-time

Pay: $60,000.00 – $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• In the past 3 years, have you held a leadership position on a customer-facing support team?
• In the past 3 yrs, how large was the largest team that you led?
• In the past 3 yrs, have you held a leadership position in a team that was entirely remote (US-based)?
• How many years of Customer Support leadership experience do you have?
• In 3-5 sentences, describe your approach to leadership
• Are you comfortable woking in the hunting and shooting sports industry?

Work Location: Remote