Beyondmenu.com is a leading web and app-basedonline food ordering service company that partners with approximately 18,000local restaurants in over 1000 cities across the nation. We are among top 3online ordering platforms in U.S and we are aggressively expanding our businessacross the nation. As a Customer Support Manager, your main responsibilitiesinclude providing solutions to resolve customer service issues and superviseour remote customer support team. (Most of them are online freelancers, but youwill be working in our Chicago office)
The Customer Support Manager should strive forexcellent customer satisfaction.
Youwill be responsible for leading the customer support team, overseeing dailyoperations and evaluating team’s performance.
Main Responsibilities
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Coach, train, supervise, andmanage the offshore customer support reps.
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Review and optimize workflowprocesses performed by the customer support reps.
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Monitor and oversee the dailyoperation of customer support team to ensure high quality performance.
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Create and execute customersupport policies and procedures to fulfill various company goals.
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Collaborate with our engineers forvarious software features and implementations, evaluate the effectiveness ofthe current system as well as future upgrades.
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Resolve escalating issues from thecustomer support team members by providing appropriate coaching, counseling,direction and resolution.
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Identify and implement strategiesto coach, develop and motivate the customer support team.
Job Requirements
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Bachelor’s degree required
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Must be a thinker that canidentify customer support structure flaws and quality issues and can put theplan into action, check result, retrofit and perfect the plan
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Must be a fast learner and canclearly express his/her ideas and plans in writing so other colleagues caneasily understand the objections
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Must have strong communicationsskills and problem solving skills
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Must have great attention todetail
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Must be capable of working under pressure as well as communicating,organizing and planning efficiently
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Prior experience in a leadership/supervisory role is a plus
