Customer Support Manager, Foodsmart

• Minimum 5+ years of customer support experience
• Proven experience in a leadership role within a customer success, customer service, or related field
• Strong entrepreneurial mindset with a track record of driving innovation and process improvements
• Proficiency in data analysis and familiarity with customer support software and CRM systems
• Bachelor’s degree (BA/BS) in Business, Marketing, Communications, or related field or equivalent work experience
• Robust expertise in building and managing sophisticated customer support workflows to be leveraged in an IVR, chatbot and inbound automated response system
• Advanced knowledge of customer support automation tools
• Proactive and act as an advocate for your customers
• Take pride in your work and approach every project with enthusiasm and excitement
• Excellent in communication and interpersonal skills, with the ability to build rapport with customers and internal teams
• Exceptional problem-solving abilities and a customer-centric approach
• Knowledge of HIPAA privacy rules and HIPAA consent authorization

Desirable

• The Customer Support team is a vital part of Foodsmart, ensuring the best possible customer experience
• The Customer Support Manager is responsible for leading and managing the team to achieve excellent customer support outcomes
• This role is essential in enhancing the overall customer experience and ensuring customer satisfaction
• Lead, inspire, and mentor a team of customer service professionals, fostering a culture of excellence, teamwork and service quality
• Set clear goals, expectations, and KPIs for the team to achieve outstanding customer support outcomes
• Conduct regular meetings to review performance metrics, address concerns and to ensure all team members are informed of updates and changes to processes or policies
• Empathize with customers especially those with limited technology experience
• Develop and implement strategies to ensure exceptional customer experiences at every touchpoint
• Monitor customer feedback, analyze data, and use insights to drive improvements in customer support processes and procedures
• Collaborate with cross-functional teams to address customer pain points and enhance the overall customer journey
• Support System Migration - Spearhead the transition to a new telephony system including flow design, inbound phone number transition, inquiry prioritization, inquiry routing, etc
• Multi-language IVR - Implementation of an IVR with multi-language capabilities aimed at escalating certain calls and rerouting others to help-docs with ability to send SMS texts messages with helpful links. This IVR will extend 12+ levels and should aim to direct and automate inquiries to appropriate resources
• Multi-language Chatbot - The IVR and Chatbot should leverage the same framework with the goal of reducing the need for human interaction and increase the reliance on supporting articles and communications
• Customer Facing Knowledge Base - Migrate and update existing support microsite to the new interface and/or website. Ensure the micro-site follows a similar flow design as the IVR and chatbot to guide users to their desired resources and properly prioritize content
• Infrastructure Evaluation - Create a model for necessary staffing and tools to identify any gaps in flows or staffing that need to be addressed in order to properly manage current support inquiries
• Internal Registered Dietitian Support System - Foodsmart Registered Dietitians raise a large number of inquiries while interacting with customers and have operating questions of their own. We need a system to organize, prioritize and route these inquiries appropriately
• Champion a culture of continuous improvement, innovation, and entrepreneurial thinking to streamline customer support operations and increase efficiency
• Monitor and analyze customer feedback, drawing insights to improve the customer experience and service quality
• Utilize data analytics and metrics to track customer success performance to ensure the company remains at the forefront of industry
• Prepare and present reports to senior management, highlighting key performance indicators, trends, and improvement opportunities
• Collaborate with Sales and Product teams to ensure alignment on customer needs and product/service enhancements