Customer Service Support Manager

Company Description

Hatching Time is a family-founded leader in the poultry industry, offering a wide range of high-quality and effective poultry raising equipment for small farms, homesteads, hatcheries and institutions. With over 500 products to choose from and continuous product innovation, Hatching Time aims to make poultry raising easier and more fun for its customers. Hatching Time's customer support team treats each other like family and they are looking for someone to come in and help foster that mentality.

Role Description

This is a full-time remote role in the USA. The Customer Service Support Manager will be responsible for overseeing and managing the daily customer service operations, ensuring customer satisfaction and resolving customer issues. This role requires effective communication skills, problem-solving abilities, and technical support knowledge.

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Key Responsibilities:

Team Leadership:

• Supervise, train, and mentor a team of customer service representatives.
• Develop and implement training programs to enhance team performance and customer satisfaction.
• Conduct regular performance evaluations and provide constructive feedback.

Customer Service Management:

• Ensure the customer service team provides prompt and accurate responses to customer inquiries via phone, email, chat, and social media.
• Handle escalated customer issues and complaints, providing resolutions in a timely and professional manner.
• Monitor and analyze customer service metrics to identify areas for improvement.

Process Improvement:

• Develop and implement customer service policies and procedures to ensure consistent service delivery.
• Identify and address gaps in service processes and suggest improvements.
• Stay updated with industry trends and best practices to continually enhance the customer service experience.

Collaboration:

• Work closely with other departments (e.g., sales, marketing, product development) to ensure customer needs are met and to provide feedback for product and service improvements.
• Collaborate with the IT department to implement and maintain customer service software and tools.

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Qualifications

• Customer Satisfaction and Customer Support skills
• Strong analytical skills and ability to identify and resolve customer issues
• Experience in providing excellent customer service and support
• Technical support knowledge and troubleshooting abilities
• Excellent verbal and written communication skills
• Ability to work independently and remotely
• Experience in the poultry industry is a plus
• Bachelor's degree in a relevant field

Bonus Skills

• Poultry raising experience
• Zendesk and automations
• Project management