Customer Support Manager

Job Summary

The Customer Support Manager oversees the strategic direction, operations, and performance of our contact center teams.

Responsible for elevating HTB customer experience, driving quality performance, customer satisfaction, improving efficiency, and fostering a culture of continuous improvement.

The Customer Support Manager will lead a team of supervisors, ensuring that all customer interactions across various platforms are handled efficiently and effectively, in line with company standards and goals. 

Key Responsibilities / Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Oversee customer support operations for various lines of business across all channels including phone, chat, secure message, social media, and future expanded communication channels (text, video).


* Develop and implement strategies to optimize customer service operations to improve overall satisfaction, reduce resolution time, and improve customer experience.


* Lead, mentor, and develop a team of supervisors, fostering a high-performance culture.


* Establish KPIs and performance metrics to monitor success, identify trends, and drive continuous improvement.


* Drive the adoption of digital technologies to enhance the contact center operations, customer interactions, and operational efficiencies.


* Explore and implement forward-looking solutions and stay abreast of emerging trends and advanced technologies.


* Ensure the Contact Center operates efficiently with a focus on customer satisfaction, quality, and cost-effectiveness.


* Oversee resource planning, including workforce management, budgeting, and forecasting to meet operational needs.


* Oversee relationships with external vendors, ensuring that services provided meet or exceed expectations.


* Develop and implement quality assurance programs to ensure all customer interactions meet high standards.


* Provide regular performance reports to senior leadership, highlighting achievements, challenges, and action plans.


* Analyze operational data to drive informed decision-making and strategic planning.


* Provide leadership of assigned team, lead efforts in recruiting, interviewing, and training new employees, plan, assign, and direct departmental work.


* Coordinate interdepartmental goals to ensure alignment with company goals and vision.


* Coach and provide ongoing performance feedback to employees, set realistic and measurable performance goals and ensure employees have appropriate professional development opportunities.   Effectively manage performance and assist employees to meet established company standards and expectations.


* Maintain confidentiality and security of sensitive information.


* Adhere to all corporate policies and procedures, Federal and State regulations, and laws.


* Complete all mandatory annual compliance training.
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