Customer Experience & Order Support Lead

The Regents of the University of California on behalf of their Los Angeles Campus; Los Angeles (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

The Regents of the University of California on behalf of their Los Angeles Campus seeks a Customer Service and Order Support Supervisor to lead a dedicated team in delivering exceptional service and accurate processing of orders, payments and account changes.

The role requires strong expertise in Talkdesk, Intercom, Salesforce, and NetSuite, with proven leadership and the ability to adapt to a fast-changing environment.

Qualifications

• Bachelor’s degree or 5 years of experience managing call center operations or equivalent.
• Strong working knowledge of the Talkdesk telecommunications system.
• Experience using the Intercom customer communication platform.
• Knowledge and experience using the Staxbill financial billing system.
• Experience using the Intercom customer communication platform.
• Extensive knowledge and experience working with Salesforce.
• Strong knowledge and experience with NetSuite order processing.
• Ability to manage multiple priorities in a fast-changing environment.
• Exceptional verbal, written, and interpersonal communication skills.
• Demonstrated ability to lead.

Responsibilities

• Lead customer service and order support team to provide exceptional service.
• Process customer orders, payments and account changes.
• Handle inbound calls including inquiries on order status and billing.
• Maintain positive account relationships and schedule the team.
• Staffing including hiring and training; develop performance standards.
• Prepare reports to the Director.
• Proactively initiate projects to maintain high service levels.

Skills

Leadership

Communication

Multitasking

Customer service

Team management

Scheduling

Education

Bachelor’s degree or 5 years experience in call center ops

Tools

Talkdesk

Intercom

Staxbill

Salesforce

NetSuite

Job description

The Regents of the University of California on behalf of their Los Angeles Campus seeks a Customer Service and Order Support Supervisor to lead a dedicated team in delivering exceptional service and accurate processing of orders, payments and account changes.

The role requires strong expertise in Talkdesk, Intercom, Salesforce, and NetSuite, with proven leadership and the ability to adapt to a fast-changing environment.