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The Support on Demand Manager is responsible for the day-to-day activity management, growth, and training of the Vendasta Success Support On-Demand team.
Responsibilities
Provide exceptional service and performance support to partners via phone chat and email.
Assist with administrative functions to drive improvements to processes and techniques within Partner Success
Work with team members on escalations including joining calls as a leadership representative
Manage and motivate team to achieve SLAs and provide great service to our partners
Facilitate the ongoing training of team members that is needed to perform duties at the highest level
Working with Partner Success Manager to optimize team structure and methods for managing all partners by identifying shortcomings in workflow and communication process
Complete weekly 1 on 1s with team members and reporting team development and activities to VP of Success
Identify partner opportunities and common friction points to help partners grow
Qualifications
Proven ability to lead and/or manage a team to success in a call center environment.
Passion for partner success and solving partner problems
Education or Certified experience in customer service call centers is preferred.
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Knowledge of management principles and familiarity with company products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees.
Proficiency with necessary technology, including computers, software applications, phone systems, etc.