Customer Service Escalation Supervisor

This is a remote position.

**What to expect at Bizbox**:
A workplace driven by non-negotiable and ‘Culture First’ organizational values
A competitive and progressive Leave Policy.

**About us**:
We are a best-in-class creative services company. We serve and partner with top brands in the wedding, fashion, beauty, media and entertainment industries worldwide. We're a team of fast-paced, hard-working, forward thinkers who are dedicated to succeeding on behalf of one another and on behalf of our customers, at scale.

**What we do**:
Bizbox clients make up a variety of market leaders in the following areas: Small & Medium-Sized Entrepreneurship, Photography, Sales, Marketing, Social Media. Our clients require creative content that is inspirational, motivational, narrative-driven, and also technical.
Our vision is to create products and services that radically improve the success of our customers. We are also a modern content communication company committed to creating and designing relevant and valuable content that will create amazement, ignite inspiration, educate, promote entrepreneurial gusto, and motivate our community of customers to succeed.

**What we’re looking for**:
We are seeking a highly skilled and experienced Customer Service Escalation Supervisor to join our team. This individual will be a team member with professional-level written and verbal communication skills in English. This is a crucial role within the company so it’s important to us that you have a passion for client servicing and that individually this is a great fit for you as well. This position is ideal for a person with a growth mindset as well as positive problem-solving skills to help promote a positive client experience every step of the way. The person should be flexible with the days worked during the week and be available to work on the weekends when scheduled.

An Open mind to always improving through coaching.
On-time and accurate delivery.
Kindness.
Transparency; Accountable and humble, yet has the strength to communicate with their upline with conviction
Always willing to go the extra mile for our colleagues and our customers. We bring a 'solutions' mindset to the table.
Inspecting what we expect; Planning what we do, doing what we plan.
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**ob Description**:
The Customer Service Escalation Supervisor will be responsible for overseeing and managing customer service escalations to ensure timely and effective resolution of customer issues while maintaining an overall high team standard for the client experience through team supervising and coaching. This individual is someone who orients to meeting targets without sacrificing quality. This position will be responsible for day-to-day operations of the client servicing team as well as reporting responsibly to the Client Servicing Assistant Manager and senior management.

**Key Responsibilities**:
Serve as the primary point of contact for escalated customer issues, collaborating with various teams to resolve problems promptly and efficiently.
Lead and motivate a team of customer service representatives to handle escalated cases with professionalism and empathy.
Analyze and assess the severity of customer complaints and issues to determine appropriate escalation paths.
Oversee workflow for the client servicing team
Manage employee resources
Sequence, prioritize, and assign tasks within the client servicing team
Quality control of the client experience and communication
Monitor department productivity to ensure targets are met
Provide constructive feedback and coaching when needed

Maintain organization and follow systems for all client records
Other administrative tasks and projects as assigned by manager
Train individuals on standards and operating procedures
Assist the team in developing skills in active listening as well as client concern resolution

PERFORMANCE GOALS / KPIs

Client Communication Response
Maintain accurate records and reporting on team goals of response to client within 24 hours
Assign and accurately track team performance on scheduled task
Listen to and evaluate client calls and coach the team as needed
Clearly communicate with client servicing assistant manager and senior management for any escalations when necessary

Scheduled client project timelines
Assist the team in preparing and verifying all assigned date-specific project timelines at minimum 2 weeks in advance with 100% accuracy

Emergency situations Follow up with client following all emergency protocols as a team leader the week after the emergency occurs

Follow all documentation of communication protocols in client management systems

SUPERVISOR/LEADERSHIP ESSENTIALS:
Holder of this position agrees with the mission of the company and is excited to add value to its culture and goals.
Fast, easy, accurate performance and service
An accurate and up-to-date understanding of all systems, platforms, communication channels, and standard operating procedures (SOPs)
Continuous improvement
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