LMS - Sr. Manager

The Local Marketing Support Team is responsible for overseeing Brandmuscle’s support efforts for clients looking for assistance while using our software. The support team offers phone, email, and chat channels for our clients to contact us. The support team is responsible to achieve and exceed acceptable service levels for all channels.
A Sr Manager, Local Marketing Support is responsible for the overall success of a company's customer service department. They will be comfortable working directly with corporate stakeholders and individual franchisees and dealers, and will have a passion for effective, results-oriented support. This position will also provide on-site coaching and training to team members and work collaboratively with other departments within the company to effectively communicate and train program/product/policy updates to the support team members.

Responsibilities:

• Providing day-to-day leadership to Brandmuscle’s local marketing support team, helping to ensure that all support service level metrics are being achieved
• Identifying opportunities to improve the support process and ensure that all team members have the tools and training necessary to meet the needs of Brandmuscle clients
• Working directly with Brandmuscle corporate clients to manage the introduction and implementation of Brandmuscle’s local marketing services
• Working with cross-functional team members to drive business targets and deliver on shared team goals
• Tracking performance metrics and analyzing individual activity, productivity and pacing (call reviews, scoring, coaching, development, performance improvement)
• Presenting a training program and defined career path
• Respond to customer inquiries, resolve problems, and provide a positive customer experience
• Providing feedback to client and taking part in strategic leadership, idea sharing and proactive initiatives
• Team management: Hire, train, and supervise customer service representatives
• Performance measurement: Compile and analyze data to measure performance, monitor progress, and report to upper management
• Quality assurance: Develop quality control processes, monitor interactions, and provide feedback to improve service delivery
• Training: Provide training and upskilling opportunities for team members

Requirements

• Bachelor’s degree required
• Familiarity with a variety of approaches to provided customer service through email, chat, and inbound/outbound calls
• Superior communication skills, both verbal and written
• · Detail- and client service-oriented
• Well-versed in use of Microsoft Office products (Excel, PowerPoint, Outlook)
• Excellent organizational skills
• Ability to manage escalation path

Experience

• Minimum of (5) years of management experience in a customer service environment
• Experience with Zendesk, Salesforce, Workforce Management recommended