Senior Manager, Customer Support

Help At Home

Senior Manager, Customer Support

Corporate - Chicago, IL - Full Time

Help at Home, LLC, is the nations leading provider of high quality care and support solutions. Our goal is to enable the highest level of personal independence and meaningful lives for our clients.

Help at Home is committed to delivering a gold standard in care through our attentive and well-trained staff who support making it possible to keep people comfortably and safely within their homes and communities.

Position Overview : Help at Home is looking for a Sr. Manager, Customer Support to lead the organizations Great Support strategy & execution.

This role will be instrumental to transforming Help at Homes support model by partnering with Field Support Center functional teams to build out a support model that provides our Field Operations teams the support they need to effectively service our Clients.

At Help at Home, our Customers are our internal teams who support our 30,000+ Caregivers and 67,000 Clients. Ideally, you are someone who leans in and seeks to learn about the business, who can balance the art of execution and tying it back to strategy.

You're someone who thrives in a matrix organization and understands the value and power of influence and has had proven success in establishing credibility with senior business leaders.

Responsibilities :

• Plans, strategizes, configures and delivers outstanding Support and Services for our Field Support Center & Field Operations teams
• Identify opportunities for optimization and if needed, partner with other managers and leadership to design, plan and implement solutions
• Establish Voice of the Customer (VOC) channels that tie customer, financial, operational, customer metrics and C-suite focus areas directly to business operations improvement via Great Support
• Proactively identify trends in ticket data, experience surveys, and direct internal escalations and support functional teams in continuous improvement efforts
• Manage all configurations, reporting, and vendor management for internal support tool (Zendesk)
• Develop and ensure compliance of KPIs and performance measures
• Develop & implement workflows to support and optimize ticket workflows
• Monitor ticket queues including reviewing open issues, assigning priority, actioning, responding to, and resolving tickets yourself when needed
• Partner with IT organization on ensuring internal support system and overall Great Support strategy aligns with unique IT helpdesk strategy needs
• Partner with functional & project teams on content creation for internal knowledge base
• Responsible for evaluating staffing levels and partnering with functional teams to solve resourcing constraints
• Drive vision for best in class customer service

Qualifications :

• Bachelor's degree in business, communications, or a related field from an accredited college / university
• Minimum eight years of recent Customer Support Management experience; preferred experience consulting in customer experience or organization change management
• Advisory experience in Customer Experience and Customer Experience Management including understanding customer needs / preferences, business transformation strategy, and customer retention
• Advanced experience utilizing an internal support system, preferably Zendesk
• Track record of driving vision and strategy alongside execution
• Proven ability to foster teamwork and collaboration cross functionally
• Ability to manage project milestones with excellent written and verbal communication skills and a professional demeanor
• Effective time-management and organizational skills
• Ability to prioritize and complete tasks correctly, thoroughly, efficiently, independently and on time
• Intermediate experience utilizing Microsoft Office Suite with specific experience telling stories with data via presentations
• The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.*

• Help At Home, LLC. is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.*
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.*