Manager, Technical Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Primary Responsibilities:

• Hiring, training, coaching, and leading contact center representatives as they provide support for customers

• Provide direct oversight for the Supervisor level within the Support Team

• Leading team meetings, asking questions to better understand the calls that representatives receive, educating, and coaching workers regarding processes and practices, and explaining expectations to employees

• Assisting other management team members in identifying trends and establishing contact center goals

• Conducting effective resource planning to maximize the productivity of resources (people, technology, team structure, call flow, etc.)

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed

• Establish and implement metric driven employee scorecards to be reviewed with representatives on a recurring basis and coaching where the representative may be falling short

• Handling and resolving complex customer complaints. Resolving any customer issues or other contact center problems that occur

• Able to identify call reduction initiatives that do not impact customer service levels and implement resolution opportunities that reduce transactional call volumes

• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

• Monitor and improve call/email quality and establish quality handling guidelines

• Taking on other tasks or projects to support employees, other managers, and contact center operations

• Possess the skill set to migrate documentation into a functioning knowledge base (systemic approach)

• Ability to implement more formal training, as the start of establishing a formalized training program

• Partner with other department leaders and business stakeholders

Primary Qualifications:

• Experience in software or information technology industry is required

• Proven experience as contact center manager or similar position

• College degree or equivalent work experience

• Proficient in Salesforce as a CRM (or an equivalent CRM/ticketing system), Zoom contact center system (or an equivalent phone system), and MS Office

• Experience migrating CRM/ticketing and phone systems

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

• Knowledge of management principles and familiarity with company products, services, and policies

• Strong coaching and leadership skills, ability to motivate employees

• Decisiveness and attention to detail

• Polite, professional phone voice

• (Preferred) automotive or quick lube industry experience

Note: Applicants must be willing to work Pacific Standard Time hours.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.