Customer Support Manager - Lead, Coach & Elevate CX

Shorr Packaging Corp.; College Park (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

ESOP (Employee Stock Ownership Plan)

Medical, dental, vision insurance

Generous PTO and holidays

401K plan with matching

Team-based employee owner culture

Job summary

Shorr Packaging Corp. is seeking a Customer Support Manager to hire, coach, and lead a diverse team in a fast-paced environment. This role serves as a coach and mentor to help team members grow while maintaining performance expectations and transparency.

The Customer Support Manager leads a department, upholds quality service standards, and drives strategies to enhance customer experience. It fosters a culture aligned with Shorr and builds a team of engaged customer advocates delivering

Responsibilities

• Hire new team members in collaboration with HR on recruiting, resume reviews, interviews, and offers.
• Onboard and provide ongoing learning and development for all team members.
• Motivate and coach team members daily; provide feedback and corrective action plans when needed.
• Balance workload and delegate tasks to meet customer experience goals and SLAs.
• Set and communicate goals for productivity, quality, and continuous improvement.
• Review KPIs and dashboards to optimize resource allocation and drive efficiency.
• Help craft and rollout standard operating procedures for customer service/sales support.
• Identify process improvements to enhance customer experience.
• Support escalated issues to ensure prompt resolution and consistent quality.
• Provide backup support and assist with tasks to ensure SLAs are met.
• Assist with onboarding and training of new Account Executives on customer-facing activities.
• Support cross-functional initiatives as liaison between customer support and other departments.
• Perform other duties as assigned.

Job description

Shorr Packaging Corp. is seeking a Customer Support Manager to hire, coach, and lead a diverse team in a fast-paced environment. This role serves as a coach and mentor to help team members grow while maintaining performance expectations and transparency.

The Customer Support Manager leads a department, upholds quality service standards, and drives strategies to enhance customer experience. It fosters a culture aligned with Shorr and builds a team of engaged customer advocates delivering