Supervisor, Customer Support- Blue Ash, OH (M-F 9:00am-6:00pm EST)

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips.

JOB DESCRIPTION

This role will need to work in the Blue Ash, OH office and will not be a remote role.

Monday-Friday 9:00am-6:00pm EST

What does a Supervisor, Customer Support do at Green Dot?

You will be responsible for leading a team of front-line customer service agents who support inbound customer inquiries. Your objective will be to lead internal employees to resolve our customer’s issue by delivering world-class customer service while balancing employee development in alignment with our performance goals.

As a Supervisor, Customer Support, you can look forward to:

• Managing the team’s production and performance to meet departmental and company KPIs. 

• Providing regular coaching to non-exempt staff based on performance.

• Advocating as the “voice of the customer” to Green Dot. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.

• Understanding current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.

• Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.

• Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.

• Following escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.

• Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.

• Supporting Green Dot employees and executives with resolving customer issues.

• Maintaining contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.

• Actively participating in ensuring that Green Dot knowledgebase is up to date.

• Participating in team meetings, discussions and other activities as required.

• Performing other duties as needed.

You might be the right match for this role if:

• You can demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products. You confidently problem-solve and resolve conflict by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.

Required:

• Minimum 3 years of contact center experience.

• High school diploma or equivalent

• Ability to communicate effectively with all levels of management and company personnel.

• Proficiency in MS Outlook, Word, PowerPoint and Excel skills

• Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.

• Demonstrated negotiation and conflict management skills.

Preferred:

• Bachelors degree

• Minimum 3 years of operational leadership.

• Previous corporate escalations or higher tier experience.

POSITION TYPE

Regular

PAY RANGE

The targeted base salary for this position is $44,400 to $67,800 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.