Customer Support Manager

Digital Publishing Expertise: Leverage your deep understanding of the digital publishing landscape to effectively communicate with partners, anticipate their needs, and provide impactful solutions.
Customer Support Leadership: 5+ years of experience managing frontline customer support agents, providing guidance on complex support inquiries, and ensuring ongoing agent education.
Vendor Relationship Management: Experience in managing BPO vendor relationships to achieve Service Delivery KPIs and optimize support operations.
Data Analysis and Customer Support Metrics Expertise: Proficiency in analyzing key metrics (SLA, CSAT, CPC, AHT) and utilizing strong analytical skills for data-driven decision-making to implement process improvements and enhance service quality and efficiency.
CRM Issue Resolution: Experience in using a CRM for triaging, resolving, and escalating bugs, and working with product teams to resolve issues identified by customers.
Collaboration Skills: A team-oriented mindset, with the ability to work with individuals across different locations and time zones.
Organizational Skills: Excellent organization and time management skills.
Communication Skills: Strong interpersonal communication skills, a sense of urgency, and a team player.
Escalation Management: Experience handling written customer escalations with discretion and care.

Account Solution Support: Assisting publishers with troubleshooting technical issues and providing ongoing support to enhance success and satisfaction.
Workflow Optimization: Executing and optimizing support workflows tailored for digital publishing, focusing on product insights and issue resolution.
Cross-Functional Collaboration: Communicating publisher insights and feedback to product teams for ongoing product improvement.
Vendor Management: Manage BPO vendor relationships to achieve Service Delivery KPIs.
Escalation Management: Act as Level 3 (L3) for escalations from BPO and executives, ensuring effective resolution.
Bug Prioritization: Prioritize and champion customer-facing bugs for timely resolution.
Quality Assurance: Conduct support interaction audits to ensure quality standards are met.
Performance Management: Lead and manage BPO teams to consistently meet service delivery KPIs related to cost, quality, and speed.
Training and Staffing: Oversee staffing and training needs, focusing on product knowledge, soft skills, and effective communication.
Technical Proficiency: Proficiency in Salesforce Service Cloud workflows, reporting, and dashboards.
On-Call Participation: Actively participate in rotating, weekly on-call shifts, including weekends, to handle complex inquiries.