Job Title: Level One Customer Support Manager
Location: Onsite in Sarasota, Florida
Work Hours: 8am – 5pm Monday through Friday
FLSA Classification: Full-time/Exempt
Salary Range: $70,000 - $75,000
Reports to: Director of Service
Original Date: 8/22/2023
Revised Date: 8/22/2023
About Automated Retail Technologies
Automated Retail Technologies (ART) develops intelligent, automated, self-contained kiosks that serve delicious food. Our flagship kiosk is the industry leading Just Baked kiosk, which serves delicious hot food such as hot cinnamon rolls, White Castle sliders, and a wide variety of other sweet and savory foods. ART is a distributed team, with primary locations in Sarasota FL, San Diego CA, and Las Vegas NV. Please see: https://justbakedkiosk.com/
Job brief:
We are seeking a highly skilled and motivated Level One Customer Support Manager to lead our customer support team in delivering exceptional customer service. The successful candidate will be responsible for overseeing the day-to-day operations of the support center, managing a team of support agents, and ensuring the timely resolution of customer issues. The Level One Support Manager will play a critical role in maintaining machine uptime, customer satisfaction, optimizing processes, and fostering a positive and productive work environment.
Summary of Key Responsibilities:
- Provide strong leadership and guidance to the support team, including hiring, training, coaching, and performance management.
- Foster a collaborative and customer-focused team culture that emphasizes continuous improvement and professional growth.
- Oversee the daily operations of the support center, including resource allocation, scheduling, and workload management to ensure timely issue resolution.
- Monitor key performance metrics and ensure that the team meets or exceeds established targets for customer satisfaction, response times, and issue resolution.
- Collaborate with cross-functional teams to identify and implement strategies to enhance the overall customer experience and drive customer loyalty.
- Escalate critical customer issues as needed and manage their resolution while maintaining open communication with customers.
- Continuously review and improve support processes to enhance efficiency, effectiveness, and customer satisfaction.
- Identify bottlenecks, gaps, and opportunities for automation or streamlining to improve the support center's overall performance.
- Generate regular reports on support center performance, team productivity, and customer feedback.
- Analyze trends and metrics to identify areas for improvement and make data-driven decisions.
- Training and Development:
- Coordinate and conduct training sessions to ensure that support agents are well-equipped to address customer inquiries and technical issues.
- Keep the team updated on product updates, troubleshooting techniques, and industry best practices.
- Stakeholder Communication:
- Collaborate with operations, sales, key account managers, Level 2 support, to communicate customer feedback, recurring issues, and potential product improvements.
Qualifications & Skills:
- Bachelor's degree in a relevant field or equivalent work experience preferred.
- Proven experience in technical support or customer service roles, with at least 2 years in a supervisory or managerial capacity.
- Strong leadership, team management, and interpersonal skills.
- Excellent problem-solving abilities and a customer-centric mindset.
- Proficiency in using support tools and systems.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Effective communication skills, both written and verbal.
- Experience in developing and implementing process improvements.
- Familiarity with CRM software and support center technologies. Experience with Zoho Desk preferred.
Physical Requirements:
- Exposure to warehouse environment that may include loud noises.
- Exposure to fluorescent lighting in an office environment.
- Must be able to lift up to 15 pounds at times.
Supervisory Responsibilities:
Travel:
Work Environment:
- Exposure to warehouse environment that may include loud noises.
- Exposure to fluorescent lighting in an office environment.
Additional Eligibility Requirements: Pass background check
Affirmative Action/EEO Statement:
ART, LLC is committed to providing a safe and respectful work environment that promotes diversity, equality and inclusion in accordance with all applicable local, city and county, state and federal laws. Additionally, ART, LLC provides equal employment opportunities to all qualified applicants and employees regardless of race, sex (including gender identity and pregnancy), sexual orientation, national origin, religion, family or parental status, disability (including physical, mental or emotional), genetic information, military service, age, marital or civil union status or any other status as protected under federal, state or local law.
ADA Disclosure:
ART, LLC complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodations are needed to participate in the job application or interview process, or to perform essential job functions, and or to receive their benefits and privileges of employment please contact the Human Resources department.
If you are a proactive leader with a passion for delivering exceptional customer experiences and driving operational excellence, we encourage you to apply for the Level One Support Manager role. Join our team and make a significant impact on our customers' satisfaction and our organization's success.