Assistant Manager, Customer Success
Dow Jones is a leader in news and information services, and they are seeking an Assistant Manager of Customer Success to support the Manager in ensuring the Customer Success and Premium Products teams achieve their KPIs and SLAs. The role involves quality assurance, continuous improvement, and operational efficiency while also handling escalated customer concerns and providing coaching and development support to team members.
Responsibilities
- Assist the Manager of Customer Success in the delivery of their day-to-day responsibilities, and deputize in their absence
- Ensure the IBD Customer Success and IBD Premium Products teams are achieving KPIs and SLAs and are executing all objectives to meet established goals
- Take the lead in supporting ongoing functions that ensure the quality of interactions across both teams
- Perform Quality Assurance for both the IBD Customer Success and IBD Premium Products teams
- Be proactive in ensuring continuous improvement and operational efficiency
- Identify opportunities to improve agent performance and/or operational efficiency
- Work closely with the Manager of Customer Success on projects to prioritize and implement these ideas
- Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
- Assist with or take the lead on establishing documentation, implementing consistent processes, and training staff members on all team-specific procedures
- Handle escalated contacts passed on from Supervisors, Team Leads, and Senior Leadership Team as needed
- Provide feedback and coaching as needed for development purposes and to ensure accurate and timely support
- Generate weekly and monthly productivity reports
- Assist with technical (back end) issues for both teams
- Take on other tasks and projects to provide support as assigned by the Manager of Customer Success and Director of Customer Engagement
Skills
- Dedication to providing great customer service and have a strong desire for a career in Customer Service management, can work independently and prioritize your work
- A solid understanding of contact center performance and quality metrics
- Proven leadership skills and take ownership to resolve issues proactively, and can handle high-level escalated complaints professionally and successfully
- Leadership and team-building skills needed to motivate and inspire the team toward the achievement of goals and service excellence, and you take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
- Flexibility to provide off-hours coverage to support the global team, as well as to support unscheduled incident and crisis management, and can effectively multitask and utilize time management skills in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs
- One year of leadership experience in a contact center environment
- Excellent written and verbal English communication skills
- Experience handling escalated customer concerns
- Experience supporting applications in a web environment, corporate intranets, and integrated knowledge solutions
- The ability to work flexible hours as needed to support both domestic and international teams, and are capable of up to 10% travel, including international
- One year of operational and people management experience in a contact center (preferred)
- Experience as an agent in a busy environment supporting multi-channel customer contacts (preferred)
- Experience with scheduling work and implementing work assignment adjustments to meet changing work priorities and ensure goal fulfillment (preferred)
- Familiarity with Google Workspace (G-Suite) tools (desired)
- Experience with sales/customer retention skills (desired)
- Bachelor's degree preferred, or equivalent work experience (desired)
Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Medical, Dental and Vision Insurance Plans
- Education Benefits
- Paid Maternity and Paternity Leave
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
Company Overview
Company H1B Sponsorship