Job Post

Customer Support Manager
Fuze
10 Wilson Road
Cambridge, MA 02140

Customer Support Manager

at Cambridge, MAView all jobs >

 

The Role

Are you a natural-born leader with a passion for innovative technology? Interested in a career where you’ll make a difference in the way thousands communicate? The Fuze Customer Support Team is rapidly evolving and adapting to take on new customers and support an industry-leading Unified Communications as a Service (UCaaS) product suite. Our Customer Support Managers enable their teams to exceed our customer’s expectations.

What You’ll Do

Build an incredible team:

  • Identify top talent through recruitment while understanding current and future talent needs
  • Foster collaboration and a cross-functional environment
  • Love what you do – and ensure each team member has the resources and support to do the same

Develop a team in their current roles and prepare them for future growth:

  • Coach and develop team members for optimal professional performance and personal growth
  • Communicate reinforcing and developmental feedback in an effective and timely manner
  • Establish goals and motivate to exceed those goals

Strive for customer satisfaction internally and externally:

  • Review cases to ensure expectations are exceeded
  • Constantly assess and align resources to the needs of the business and customer
  • Proactively communicate with internal and external customers
  • Demonstrate passion for customer satisfaction and ignite that passion in others

Implement process improvements:

  • Introduce methods you know will improve the way your team operates
  • Identify ways to increase efficiencies
  • Own the processes you put in place and take pride in helping develop company communication

Who You Are & What We Need

  • At least 5 years of customer service related experience
  • At least 2 years of people management experience
  • Experience managing multi-channel contact center operations
  • Demonstrated success in identifying, developing, and implementing service improvements, resulting in measurable customer satisfaction improvements
  • Ability to effectively operate in very dynamic and sometimes ambiguous situations
  • Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner
  • Bachelor’s degree in business, computer science, or related field required

Assets

  • Previous experience managing in a fast-paced, high growth company
  • Previous experience in telecom a strong plus
Category: Client Services

See What It's Like To Work Here

Formerly ThinkingPhones, Fuze is a global, cloud-based #UC platform allowing the modern, mobile workforce to communicate anytime, anywhere, across any device.

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