Customer Support Manager, Intrinsic

• 6 years in customer support, with some demonstrable experience in people or vendor management
• Ability to effectively communicate and collaborate with a diverse range of people and job functions; communicating clearly, actively listening and sharing relevant information to the appropriate team members
• Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
• Manage data from multiple sources, analyze and synthesize information into actionable reports

Desirable

• As a Customer Support Manager, you are driving the brand perception of Intrinsic to our users and customers by managing efficient issue resolution and demonstrating customer empathy
• You drive outcomes of outsourced vendor performance and problem resolution by monitoring work product quality, volume and speed to closure
• You share resources, learning, and organizational knowledge with your teammates and collaborators, modeling resilience and helping others recover quickly after making mistakes or facing setbacks
• You analyze data from user experiences to make informed recommendations and requests to both internal and external stakeholders
• Create positive brand experiences by implementing a successful customer support experience
• Measure and monitor customer issues, proactively noting trends and focus areas for development
• Measure and monitor vendor performance, taking note of any opportunities for improvement
• Drive outcomes for vendor performance for one project by monitoring work product quality and volume
• Solve problems with multiple approaches to reach an optimal solution with foresight to anticipate and address future issues, improving brand perception and internal performance