Opportunity for Career Advancement as Customer Support Specialist
3 days ago
The Customer Support Assistant Manager plays a pivotal role in enhancing customer satisfaction and trust through fair, timely refund decisions. This role balances policy adherence with personalized service, leading a team that reviews and resolves refund requests with care, empathy, and sound judgment.
This position is responsible for ensuring each decision supports a positive customer experience while maintaining operational consistency. The Customer Support Assistant Manager will also oversee forecasting, resource planning, and workflow management to keep the team ahead of demand, especially during peak seasons and promotional periods.
Key Qualifications:- Bachelor's degree in business, customer experience, or a related field.
- 5 years in customer service, refund operations, or support leadership; 1–2 years in a supervisory or assistant manager role.
- Proven ability to apply policy-based decisions while exercising discretion for exceptions based on customer value (e.g., LTV) and context.
- Background in forecasting case volumes and building effective staffing/resource plans.
- Exceptional communication and leadership skills with a history of coaching high-performing teams.
- Analytical mindset with experience using key service metrics (CSAT, QA, resolution time) to drive performance improvements.
- Serve as a customer advocate, leading with empathy and understanding how every interaction impacts long-term loyalty.
- Enforce refund policies thoughtfully while identifying and approving well-justified exceptions.
- Accurately forecast refund case volumes using historical data, seasonal trends, and marketing calendars.
- Develop staffing and scheduling plans that ensure optimal coverage and performance during high-volume periods.
- Empower and coach your team to make confident, customer-centric decisions aligned with business goals.
- Analyze trends in service metrics to improve team performance, decision accuracy, and overall customer satisfaction.
- Collaborate with the Quality team to review QA results, deliver feedback, and ensure consistency in decision-making.
- Act as the point of escalation for complex or high-impact cases, delivering prompt and effective resolutions.
- Work cross-functionally with customer experience, risk, and finance to align refund processes and ensure operational transparency.
- Monitor and report on key performance indicators (KPIs) such as resolution time, decision quality, CSAT, and exception rates.
- Identify recurring issues and policy gaps, providing recommendations for process and policy improvements.
- Create and present operational insights and recommendations to senior leadership to inform broader CX strategies.
- Have individual development conversations with team members and work on building strong technical individuals.
- Exposure to rewarding career advancement opportunities.
- A culture that promotes a healthy, fulfilling work/life balance.
- A comprehensive benefits package for all eligible full-time employees.
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