Manager, Customer Support
BoulevardSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Logistics, Delivery Services, Customer ServiceIndustries
Requirements
Candidates should possess at least 3 years of experience managing contact center or customer operations teams, demonstrating a proven track record of operational excellence and a strong ability to enforce accountability standards. They should also have experience in direct coaching and performance management, maintaining ownership of core leadership responsibilities, and exhibit strong data analysis skills to identify trends and proactively address operational challenges. Experience managing complex scheduling, attendance, and workforce planning processes is required, along with expertise in contact center technologies such as Salesforce and Amazon Connect.
Responsibilities
The Customer Support Manager will lead a 24x7 Customer Support team, overseeing day-to-day operations and ensuring support for the rapidly growing customer base. They will coach and develop Shift Managers, serve as an escalation point for high-priority issues, ensure compliance with administrative requirements, monitor and drive improvement in key operational metrics, proactively communicate changes to teams, develop performance tracking systems, lead team structure optimization, manage department budget, partner with CX Operations and Enablement teams, collaborate with cross-departmental teams, and work closely with BPO teams to ensure a positive customer experience.
Skills
Leadership
People Management
Customer Support
Performance Management
Data Analysis
Communication
Team Coordination
Roadie
Crowdsourced same-day delivery logistics platform
About Roadie
Roadie provides a crowdsourced delivery platform that connects everyday drivers with individuals and businesses needing same-day delivery services across the United States. The platform operates on an "on-the-way" delivery model, allowing drivers to pick up and deliver packages along their existing travel routes. This approach not only speeds up delivery times but also makes efficient use of transportation resources, reducing the need for additional delivery vehicles and minimizing environmental impact. Roadie serves a diverse clientele, including small businesses and large enterprises, and offers various delivery solutions such as home delivery and express air delivery. With a network of drivers covering over 20,000 zip codes, Roadie is the largest local same-day delivery provider in the country. The company's goal is to create a more connected and efficient delivery system by transforming everyday travel into a public transportation grid.
Key Metrics
Atlanta, GeorgiaHeadquarters
2014Year Founded
$83.7MTotal Funding
SERIES_CCompany Stage
Automotive & Transportation, Consumer GoodsIndustries
201-500Employees