Manager of Customer Support Operations
Kozhikode, Kerala
13h ago

Job Summary

TELECOMMUTE Location : Remote, US

  • An intrinsic desire to serve customers and provide a delightful, seamless experience
  • The ability to stand up a new department
  • Keen attention to detail and perception of numbers
  • Exceptional organizational skills
  • Impeccable written and verbal communication skills
  • Strong time-management and project management skills
  • An ability to remain calm and focused under pressure
  • The drive to be a part of innovation and a growing team
  • 3+ years experience leading others
  • 2+ years real estate experience preferred
  • Skills

  • Customer Support
  • Organization skills
  • Project Management
  • Customer Success
  • Stakeholder Management
  • Managing Skills
  • Written & Verbal Communication
  • Real Estate Knowledge
  • Responsibilities and Duties

  • Manage Full-Time and Part-Time team members to deliver excellent customer service
  • Merge two current teams into one in order to stand up a strong cross-functional support team
  • Manage and own performance of a ticket-based queue of real estate contracts, be accountable for team’s performance
  • Create reports and dashboards within Salesforce for team member and management use
  • Host weekly team meetings and 1-1 meetings with each team member
  • Ensure the team is trained in reviewing every request to confirm it has accurate data, within Homeward’s terms, and matches our requirements
  • Assist Support Team Members in communicating with agents effectively and urgently on all required contract edits as well as internal stakeholders, getting on the phone when helpful to guide them through these
  • Demonstrate expert knowledge of how our Homeward products and program relate to contracts
  • Maintain the source of truth for all contract and policy questions for the department
  • Log detailed and accurate notes, and keep systems and records up to date
  • Proficient in e-signature programs such as Docusign, Authentisign, and dotloop
  • Manage the teams' schedules to ensure coverage seven days a week.
  • Manage phone line after-hours to route inbound calls to appropriate Homeward team
  • Consistently monitor calls to ensure the team is trained properly on incoming calls.
  • Required Experience and Qualifications

  • Experience : 3 - 5 years in Customer Support( Required )
  • Graduation : Bachelor's Degree( Required )
  • Proficient in English( Required )
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