Customer Support Manager

Company Description

Customer Support Manager

Are you ready to develop the future of retail? 

As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce. 

VusionGroup is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.

Job Description

We build. We create impact. 

As a Customer Support Manager on the After-Sales Support team, you will make a positive impact by being responsible for:

• Manage our Level 1 external service provider and Level 2 support: Staffing our Team, train, coach, and mentor Service Desk Specialists (Level 1). Weekly audits of Level 1/2 Support agents via listening to phone recordings and email interaction checks.
• Support, in establishing the priorities to achieve the objectives set (productivity, quality, time, costs, Etc.) and by adjusting the priorities in need. Advising escalations from one team to another (L1->L2, L2->L3)
• Coaching and leading the team to maximize customer satisfaction.
• Ensure the effective resolution of support requests in compliance with the organizational rules, the processes, and programs in place.
• Establish performance objectives for team members and oversee the evaluation of individual indicator and service metrics, including call monitoring.
• Assume responsibility of indicators of performance (KPI) of the team and identify opportunities for improvement continues to mean of processes and tools.
• Collaborate with managers and other departments (Sales, SE, R&D..) to improve communication and unify processes across the business.

Qualifications

Qualifications we’re looking for.  

• Experience: 
  • Minimum of 2+ years as a supervisor / team lead
  • 2+ years of experience as a top-performing customer support agent. You must exemplify a customer-centric approach to ticket handling when coaching agents.
• Skills: 
  • Salesforce Service Desk Experience
  • Customer service experience
  • The ability to convey a customer-focused attitude
  • Proven experience in managing multiple priorities in a fast-paced environment
  • Proven troubleshooting skills
  • Strong attention to detail with an emphasis on customer service.
  • Strong multitasking skills and the ability to balance multiple areas of responsibility as well as requests from multiple sources.
  • Identify pain points in current processes and implement solutions
  • English language native, Spanish and French a plus but not required
• Abilities: 
  • Excellent verbal and written communication; ability to convey complex information in a clear and understandable manner. 
  • Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work within a virtual global team environment. 
• Education:
  • Bachelor’s degree or equivalent

We innovate. We help communities thrive. 

VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.

We feel supported. You will too.  

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including: 

• Generous paid time off (PTO): 35 days PTO to enable work/life integration and promotes a culture of trust.
• Health & Wellness: Healthcare benefits starting day one, plus retirement savings plans.
• Financial future: While retirement savings plans vary by country, we help you plan for your future.
• Family-First Support: Navigate family challenges with our assistance, securing time for both your loved ones and self-care.
• Hybrid work: Find your balance with two days working from home, three days in the office, plus the freedom to work anywhere for up to two weeks a year.
• Time off to volunteer and give back to your community.
• Career Growth: E-learning opportunities and workshops, and global mobility potential
• Commute benefits: up to $100/month per employee for commuting expenses.
• Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart. 

Additional Information

All your information will be kept confidential according to EEO guidelines.