Manager, Support Operations

Overview

Lead and scale the Support team within Ethos's CX Experience organization, managing day-to-day support operations and driving process improvements to deliver an exceptional partner experience.

What you'll do

• Supervise the daily operations of the partnership support team, guiding and allocating workload to achieve the most efficient and effective outcomes.
• Manage, motivate, and develop a team of up to 40+ support representatives to deliver the best possible issue resolution to partners/consumers.
• Manage the team to meet monthly team metrics and goals and team and department SLAs; track and report metrics to leadership.
• Help manage or handle complex and escalated partner inquiries in a way that creates positive customer interactions.
• Create and nurture a work environment and team culture where the team can excel.
• Develop and execute effective partner support and policy servicing procedures, policies, and standards.
• Use metrics to monitor team member performance and identify areas of improvement.
• Support a culture of learning and improvement through coaching, 1:1s, and continual performance feedback to help team members achieve personal and professional goals.
• Help recruit and hire support reps who fit within Ethos and team culture and will be able to handle demands of the job.
• Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows.
• Stay current on the latest trends, tools, and techniques to implement solutions and processes that help the CX organization provide the best partner experience efficiently.
• Partner with the Head of CX to develop relevant goals and objectives, then work with the team to meet them on a consistent basis.

What you'll need

• 5+ years in consumer/partner experience, with a minimum of 2+ years experience managing support services and operations.
• Experience leading a team handling a high volume of inquiries using a ticketing system (Salesforce, Service Cloud, Desk, ZenDesk, etc.).
• Leading B2B / consumer focused support teams; confident and empathetic leader with excellent interpersonal skills.
• Ability to work in ambiguous environments with little direction and be scrappy about it.
• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes.
• Work proactively and take ownership in all you do.
• Organized and extremely responsive in following up with requests from both internal stakeholders and partners.
• Can independently identify problems, perform root cause analysis, and execute on action plans.
• Strong communication skills with the ability to articulate messages to a variety of stakeholders and audiences.
• Sharp focus on execution and an owner mentality with a track record of delivering success in a timely manner.
• Data oriented decision making skills and great intuition to create positive CX experience.
• Excellent written and verbal communication skills.

Nice to have

• Bachelor's degree or equivalent.

Details

• Location: Bangalore, India.
• Work mode: Onsite.