Customer Support Manager full_time NEW

Summary:

Sienna Charles, the premier luxury lifestyle company featured in magazines such as Forbes, is looking for a  Customer Support Manager who is as passionate as we are about creating incredible customer service experiences for our elite clientele. This highly skilled individual will oversee and execute the company’s day-to-day operations of our exclusive travel and lifestyle services team. 

Key Responsibilities:

• Team and Project Management: Responsible for all day-to-day operations related to client travel and concierge requests using tools like Zendesk for client support and engagement. Set and maintain team schedules, ensuring client deadlines are met or exceeded and providing quality control to ensure standards are always met

• Zendesk: Should be skilled in creating custom ticket views, optimizing workflows with triggers, automations, and macros, and configuring SLAs for timely issue resolution. Able to build custom reports in Zendesk Explore to track KPIs like response time and CSAT and integrate third-party tools for seamless client interactions.

• Training and Coaching: Oversee our training program to empower the trip team to execute consistently at the highest standards. Provide performance reviews and feedback to improve the teams’ performance and confidence continually. 

• Process Improvement: Partner closely with the team to proactively identify and prioritize opportunities for process improvement, including requests to the technology team to improve and optimize the workflows and dashboards. Based on data, create future processes and standards for your team as we continue to learn and improve. 

• Problem Solving: Ability to think creatively to manage exceptions and issues arising from the team and client situations. You will be the primary point of escalation for questions and concerns from the team and be responsible for finding and creating solutions to problems that arise.

Persona Fit:

• Character and Culture: Relatable and engaging personality, enjoys working with others, and has strong written and verbal communication skills. Practice a high level of discretion and maintain confidentiality with our clients, and expect the same from your team.

• Attention to Detail: You are obsessed with ensuring every piece is where it needs to be and can’t let something go until you know it’s perfect.

• Prioritization and Efficiency: With a strong sense of urgency, you can determine what to focus on first and can work both quickly and efficiently to maintain multiple deadlines.  

• Ownership and Management: You see your role as more than a job and look for ways to go above and beyond to improve the process continuously. You keep on top of all tasks and know how to organize and maintain them all. 

If the above describes you well and are attributes that come naturally to you, this would indicate that you are right for the role.

Requirements: 

• 3-5 years of management experience with a proven ability to keep a team on track; has a track record of training and empowering team members.

• Proficient in Zendesk and other project management and communication tools; must be tech-savvy and quick to learn new software.

• Must have experience with BPOS and outsourced teams.

• Ideally, experience in high-level B2C services in the travel industry are a plus. 

• Results-driven and self-motivated, with strong multitasking abilities.

• Excellent verbal and written communication skills, with a focus on cross-functional collaboration.

• Proven experience in driving projects, prioritizing tasks from initiation to completion, and leading cross-functional teams.

• Creative and strategic thinker, particularly in client advocacy and retention.

• Flexible availability, including weekends as needed

Location:

The company is primarily based out of our New York City office location. The job would primarily be remote.

Timezone:

The job would be fully remote and be required to work in the EST timezone around 8 am-5 pm EST.