客户支持高级经理
Customer Support Senior Manager
职位概述
客户支持高级经理（运营）负责多个接触中心的运营，涵盖语音、短信、聊天、电子邮件及其他客户支持渠道。该职位对跨多个地点和远程环境的内部团队及第三方合作伙伴的绩效管理负责。该角色通过数据和客户之声洞察识别根本原因，提高生产力和服务表现，并推动跨职能项目。该领导者还帮助营造积极、赋权的工作环境，专注于团队参与和卓越的客户体验。
你将为Bob's带来的价值
在Bob's Discount Furniture，我们重视每位候选人带来的独特技能和经验。此职位的成功取决于技术专长、解决问题的能力、行为和领导力技能以及客户导向的结合。如果你在动态环境中茁壮成长，并享受利用你的技能产生影响，这将是适合你的完美机会！
成功的关键技能
要在这个职位上表现出色，你需要在以下技能领域展示优势：
核心能力与专业知识
• 接触中心运营领导：领导多渠道客户支持运营并达成关键绩效指标，包括NPS（净推荐值）、首次联系解决率（FCR）和平均处理时间（AHT）。
• 数据分析与根本原因问题解决：分析运营和客户接触数据以识别趋势和根本原因，制定改进策略，并实施减少重复问题的措施。
• 绩效管理：建立明确的期望，管理评分卡，并通过一致的KPI审查和沟通来提升内部和第三方团队的绩效和生产力。
• 供应商与合作伙伴管理：与第三方供应商和内部业务合作伙伴建立牢固的关系，强调责任、协作、绩效和共享的客户成果。
• 领导力与团队发展：领导有经验的专业人员和/或下属经理，提供指导和辅导，管理人员配置和合规性，并促进高度参与、赋权的团队文化。
• 战略与跨职能领导力：推动影响组织多个领域的项目和举措，并作为客户支持最佳实践的可信赖专家。
优先考虑的能力与技能：
• 全渠道客户支持：具有支持多渠道客户互动的经验，包括语音、短信、聊天、电子邮件等。
查看英文原文
Job Overview
The Customer Support Senior Manager (Operations) leads multiple contact center operations across voice, SMS, chat, email, and other customer support channels. This leader is accountable for performance management across internal teams and third-party partners across multiple sites and remote environments. The role uses data and Voice of Customer insights to identify root causes, improve productivity and service performance, and drive cross-functional initiatives. This leader also helps foster a positive, empowering work environment focused on team engagement and an exceptional customer experience.
What You’ll Bring to Bob’s
At Bob’s Discount Furniture, we value the unique skills and experiences that each candidate brings. Success in this role is driven by a combination of technical expertise, problem-solving abilities, behavioral and leadership skills, and customer focus. If you thrive in a dynamic environment and enjoy leveraging your skills to make an impact, this is the perfect opportunity for you!
Key Skills for Success
To excel in this role, you will need to demonstrate strengths in the following skill areas:
Core Competencies & Expertise
• Contact Center Operations Leadership: Lead multi-channel customer support operations and deliver against key performance indicators, including NPS, First Contact Resolution (FCR), and Average Handle Time (AHT).
• Data Analysis & Root-Cause Problem Solving: Analyze operational and customer contact data to identify trends and root causes, develop improvement strategies, and implement actions that reduce recurring issues.
• Performance Management: Establish clear expectations, manage scorecards, and use consistent KPI reviews and communications to improve performance and productivity across internal and third-party teams.
• Vendor & Partner Management: Build strong partnerships with third-party vendors and internal business partners, emphasizing accountability, collaboration, performance, and shared customer outcomes.
• Leadership & Team Development: Lead experienced professionals and/or subordinate managers, provide coaching and mentorship, manage staffing and compliance, and promote a highly engaged, empowering team culture.
• Strategic & Cross-Functional Leadership: Drive projects and initiatives that impact multiple areas of the organization and serve as a trusted subject matter expert on Customer Support best practices.
Preferred Competencies & Skills:
• Omnichannel Customer Support: Experience supporting voice, chat, SMS, email, and other digital customer service channels.
• Customer Experience & Digital Tools: Experience with digital customer experience, SaaS environments, or modern customer support technologies is highly valued.
• Customer Support Platforms: Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus.
• Voice of Customer: Ability to translate customer contact and VOC data into actionable insights and recommendations.
• Execution & Agility: Self-motivated, detail-oriented, and able to prioritize, meet deadlines, and manage changing priorities in a fast-paced environment.
• Customer Focus: Strong commitment to creating a world-class, engaging customer experience while balancing operational performance and team needs.
Key Responsibilities:
• Analyze data to identify root causes, recommend and implement improvements, and reduce recurring customer support issues.
• Partner with internal teams and third-party business partners to provide insights from contact data and Voice of Customer (VOC) information.
• Define and manage reporting needs to provide clear performance visibility across voice, chat, SMS, email, and other channels.
• Communicate performance expectations across multi-site and remote operations and maintain effective performance scorecards.
• Drive day-to-day performance through consistent KPI reviews, coaching, communication, and follow-through.
• Lead assigned Customer Support operations and deliver against key performance indicators, including NPS, FCR, and AHT.
• Manage activities across multiple disciplines and oversee experienced professionals and/or subordinate managers and teams.
• Serve as a subject matter expert on Customer Support best practices and contribute strategic guidance to cross-functional teams.
• Manage staffing needs, support compliance expectations, and provide backup leadership support across Customer Support functions as needed.
Who We Are
At Bob’s, we have fun, we love what we do, and we’re growing fast! As one of the leading omni-channel furniture retailers in the country with over 200 stores, we’re committed to creating a workplace that values skills-based hiring, diverse perspectives, and an inclusive culture where everyone can thrive.
How We Will Support Your Success
We know you have many choices when it comes to your career. At Bob’s, we invest in your growth, well-being, and career advancement.
Benefits & Perks
- Competitive Medical, Dental, and Vision Insurance
- Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday!
- 401(k) Profit Sharing Plan with a generous company match
- Pet Insurance and employer-paid Life Insurance options
- Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways
- Employee Discount starting on Day 1, plus exclusive partner discounts
- And so much more!
Our Culture & Core Values
At Bob’s, we believe in fostering a positive, inclusive, and skill-driven work environment. Our core values-Honesty, Integrity, Transparency, Community, Safety, Diversity, Accountability, and Fun—guide everything we do. We’re not just a workplace; we’re a team that supports and celebrates each other!
Minimum Qualifications
• Minimum of 8 years of experience in Customer Support or a related customer service discipline.
• Demonstrated experience leading multi-channel contact center operations and managing performance across internal and/or third-party teams.
• Experience using operational data and KPIs to identify issues, drive improvements, and communicate performance.
• Strong leadership, coaching, communication, organizational, and cross-functional partnership skills.
• Bachelor's degree in business management, technology, marketing, or a related field.
Physical Demands
Physical demands and specific work-environment requirements were not provided in the source job description and should be confirmed before posting.
Diversity is a Core Value at Bob’s
At Bob’s Discount Furniture, we want you to feel at home. Whether you’re shopping with us or a part of the Bob’s team, we want you to know that you are valued, appreciated, and free to be who you are.
We are committed to creating a place as diverse as the communities we serve.
It is policy of Bob’s Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.
If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Expected Base Pay Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities:
$100,000 - $125,000It is policy of Bob’s Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.
If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Originally posted on Himalayas