Customer Support Supervisor

Job Description

Job Description

Mad Mobile is leading the charge in building the next generation of retail and restaurant experiences. In today's rapidly evolving market, customer expectations continue to change, and Mad Mobile is at the forefront of innovation.

We empower customers to engage and purchase from brands seamlessly, whether they're in-store, outside the four walls, or on the go.

Our platform already supports some of the biggest brands, and we're always looking for new ways to engage with Customers, increase in-store productivity and ultimately drive transactional value.

If you're passionate about creating exceptional experiences and shaping the future of retail and restaurants, Mad Mobile is the place for you!

About the Role :

We are seeking a Customer Support Manager to lead one of our dynamic Customer Support teams. Reporting into the Director of Global Customer Support, this role will be responsible for leading, guiding and supporting a team of Tier 1 Support specialists who provide support, troubleshooting and education to our customers via phone, email, chat and SMS.

You are passionate about the customer experience and seek to empower your team to find creative solutions to a variety of customer needs.

You are continuously focused on people development, process improvement, and influencing brand loyalty through customer interactions.

The successful candidate will help their team set personal goals in alignment with department expectations and provide hands on support to their team in achieving those goals.

They will also serve as an escalation point of contact and drive Customer Satisfaction as measured by CSAT survey results.

They will also assist with the strategic vision and operation of the Support department and initiatives as assigned.

Location : The role will be located at our Tampa HQ.

Role will be ONSITE in our Tampa, FL office. Remote opportunities are not available at this time.

In this role you will :

Be available to mentor and provide support to the team in the areas of process / policy clarification, education, training, options, alternatives, and solutions

Ensure all queues are sufficiently staffed, and coordinate shift activities : scheduling, queue coverage, breaks, training, meetings, etc.

Acts as the point of contact for escalation mitigation or escalation assistance as needed, including being available to speak with escalated customers

Assist in the development and maintenance of reporting

Provide regular coaching and feedback on career development, performance and quality assurance via scheduled 1 : 1s, and conduct merit and / or performance reviews as required

Manage time and attendance for the team by approving payroll in a timely manner, and approving time off, sick time, and shift swaps in a timely manner

Participate in the interviewing, hiring, and onboarding process for new employees

Take ownership of and responsibility for assigned projects relating to process, policy, or performance improvement initiatives

Ability to accept and perform other functions and responsibilities as assigned

We are looking for someone who has :

2 or more years of customer service experience and training in a high-volume contact center environment servicing customers by phone, chat or email and driving performance in associated performance metrics

Technical support experience and high technical aptitude

Superior problem-solving skills

Experience de-escalating customers and resolving escalated issues

Strong partnership and collaboration skills, able to work well with other departments to solve issues that require a unified team effort to solve

Flexibility to work scheduled shifts including mornings, evenings, occasional weekends and be on call during holidays

You may be a good fit if you have these additional skills and / or educational background :