Customer Support Manager

Position: Customer Support Manager

Reports to: Operations Manager

Job Summary:

The Customer Support Manager (CSM) is responsible for providing timely and value-adding customer service to customers including, but not limited to candidates, contract employees, clients and internal partners. This is a customer-facing role that will require ongoing support of customer interactions, problem resolution, and maintaining general office operations, via telephone, email, and in-person.

Supervisory Responsibilities:

• Oversee responsibilities of administration team
• Serve as liaison between field office producers and corporate teams and find opportunities to drive partnerships between the corporate and field employees

Duties/Responsibilities:

• Provide exceptional customer service to the internal team, clients, and contract employees.
• With assistance of office Directors, manage CSAs and Office Coordinators, including regular and annual performance feedback, time off requests, and training and development.
• Oversee and support CSAs and Office Coordinators with the candidate and client onboarding process to ensure compliance with state and federal requirements.
• Assist sales and recruitment teams, CSAs, and Office Coordinators with escalated contract employee questions or concerns.
• Provide education and accountability to field office producers around important processes, including timely new hire submittal, timely finish submittal, client onboarding, etc.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Experience with employee relations, human resources, payroll, and/or customer service.
• Thorough knowledge of business policies and human resource practices.
• Excellent people management skills.
• Ability to prioritize, organize, problem solve and meet deadlines and goals.
• Experience using a CRM system and HRIS, Salesforce a plus.
• Proficiency in Microsoft Office.
• Ability to communicate effectively and provide follow up.
• Excellent written and verbal communication skills.
• Strong decision-making ability.
• Ability to build strong partnerships with internal and external customers.
• Integrity and ability to maintain confidentiality and personal credibility.
• Ability to tackle complex issues and develop innovative, practical solutions.

Education and Experience:

• Bachelors degree preferred.
• 3-5 years management experience preferred.

Physical Requirement:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.