Supervisor, Enterprise Support
2 weeks ago
It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies and having fun along the way.
We are looking for a Supervisor, Enterprise Support to join our Support Operations team in Trivandrum reporting to the Enterprise Support manager. In this role, you will lead and manage a team of Customer Support Representatives to optimize customer support activities, including taking calls and addressing customer issues/complaints. You will ensure each team member meets or exceeds their goals and metrics on a daily, weekly, and monthly basis, handle escalations from CSRs, and collaborate with cross-functional teams to improve customer satisfaction. This is an exceptional opportunity to work on cutting-edge technology with a highly collaborative team while growing your knowledge of our security products.
**What you’ll do**:
- Create an inspiring team environment with an open communication culture
- Collaborate with team members to identify improvements to customer service processes
- Observe the performance of team members, identify their strengths and weaknesses, and assist in creating plans to strengthen their competencies
- Evaluate team performance as a whole and create action plans for improvement
- Develop and implement timelines and motivate the team to achieve organizational goals
- Coach and provide feedback to CSRs to aid in continuous improvement
- Lead projects to achieve organizational goals
- Monitor team performance and enable development opportunities for the team through participation in various initiatives
**What you’ll bring**:
- 3+ years of proven experience managing a high-functioning team
- Excellent interpersonal, verbal, and written communication skills
- Exceptional listening and analytical skills
- Expert knowledge of operations processes and supporting tools
- Exemplary coaching skills with a proven track record of improvements
- Advanced Excel knowledge and experience in balanced scorecard
- Working experience with business quality metrics for performance improvement
- Enthusiasm for working with people and the ability to motivate and improve team performance through timely coaching
- Outstanding customer service skills and dedication to providing exceptional customer care
- Ability to multitask and successfully operate in a fast-paced, team environment
**What success looks like**:
After six months, you will
- Demonstrate working knowledge of the product and processes of the CSR team
- Be proficient in your understanding and managing operational metrics of the team
- Create and establish a good working relationship with team members
- Understand team members, their working style, and motivation factors
After about a year, you will
- Be an expert in the products and processes of the CSR team
- Handle complex customer queries independently and assist team members
- Conduct weekly review of CSR performance and provide periodic feedback to the team on process/customer handling
- Be an established Infoblox values champion
**We’ve got you covered**:
Our holistic **benefits** package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with a company match and generous paid time off to help you balance your life. We have a strong culture and live our **values** every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.
**Why Infoblox?**
We’ve created a culture that embraces **diversity, equity, and inclusion** and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out **what it’s like to be a Bloxer**. We think you’ll be excited to join our team.
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