The Senior Support Associates are the experts in creative problem solving! In this position you will use critical thinking to guide a team of Support Associates to find answers and solve problems. Own mentorship and coaching based on professional experience and tool proficiency. Recommend process improvements to the Support Team Manager based on observations, trends and concerns.
WHAT YOU'LL DO:
* Answer questions and monitor trending concerns to provide immediate solutions or long-term recommendations. * Recommend policy and procedure updates to increase revenue. * Facilitate trainings, meetings, and shadowing sessions. * Provide quality reviews and coaching conversations.
QUALIFICATIONS FOR SUCCESS:
* Proven mastery of best Customer Service practices * 1+ year providing successful coaching and feedback * Demonstrated critical thinking skills * Proficiency with CRMs, Salesforce, Zendesk, or comparable tools * Proven collaboration with internal stakeholders * Experience with dispatch or tracking software & methodology preferred (but not required)
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