Customer Service Supervisor

ID.me; Tampa (FL); On-site; USD 40,000 - 80,000; Full time

Job summary

An innovative company in hyper-growth is seeking dynamic Supervisors for its customer support team in Tampa. In this role, you will lead a team of Customer Support Representatives, focusing on enhancing performance and operational efficiency. Your leadership will be crucial in developing team members and managing customer service expectations. If you have a passion for delivering exceptional customer experiences and possess strong management skills, this opportunity is perfect for you. Join a forward-thinking organization that values growth and excellence in customer support, making a significant impact on user satisfaction.

Qualifications

• 1+ years of experience managing a customer support team.
• Strong communication skills and ability to work in fast-paced environments.

Responsibilities

• Manage a team of 10-15 Customer Support Representatives.
• Maximize operational efficiency and mentor high-performing staff.

Skills

Customer Service Management

Performance Management

Communication Skills

Team Leadership

Operational Efficiency

Job description

Company Description

ID.me is a venture backed company in hyper-growth. We are adding about a new million users per month with more than 30,000 new users signing up per day. We have had negligible business customer churn since inception, and we almost always significantly upsell and cross-sell accounts after establishing a relationship.

Job Description

ID.me is seeking experienced and highly motivated Supervisors for ID.me’s technically complex, multi-channel customer support organization (Member Support). This role will be responsible for directly managing 10-15 Customer Support Representatives, focusing on performance and efficiency in our customer support efforts.

If you have a customer service management background and a passion for delivering great customer experiences, this would be an excellent opportunity for you.

Responsibilities

• Work closely with your team of Representatives to maximize operational efficiency
• Execute needs across day-to-day technical coverage, triage and escalations, diving into urgent support issues where needed
• Develop and mentor high-performing representatives while identifying top performers for promotion
• Assisting our Member Support Manager with delivering regular feedback and performance reviews
• Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees

Qualifications

• 1+ years managing a team of operational or customer support/service staff
• Previous experience in a customer support/service role
• Demonstrated ability to monitor and evaluate quality and performance management
• Excellent written and verbal communication skills
• Ability and willingness to work in a fast-paced environment
• Ability and willingness to work in-office in our Tampa, FL location