Customer Support Specialist

Employment type: Full-time

Pay: ~ $43.00 - $50.00/hour

Role overview

You’ll lead a customer support team, coach and mentor solutions analysts, manage support performance, handle escalations, improve processes, and help deliver consistent service quality for customers.

Leadership responsibilities

• Lead and inspire a team of customer-focused solutions analysts.
• Provide timely feedback based on customer support performance, call audits, and case audits.
• Apply performance management standards and processes.
• Coach, mentor, motivate, and develop team members.
• Hire, train, and deliver performance reviews.
• Foster a positive work environment and support continuous learning.
• Monitor and improve team performance.

Operations and escalation work

• Serve as a point of escalation for high-impact customer issues.
• Collaborate with peer customer support managers.
• Work cross-functionally to address customer concerns.
• Act as a liaison to product, SaaS operations, and other internal teams when needed.
• Communicate changes in operating procedures and processes.
• Establish best practices and maintain quality control.
• Support special projects such as knowledge base and integration initiatives.
• Help improve processes, tools, and systems within the support department.

What you’ll need

• 4+ years of business experience in a customer support environment.
• 3+ years of demonstrated management or leadership experience.
• Post-secondary degree or diploma.
• Ability to manage in a fast-paced environment.
• Clear verbal and written communication skills.
• Ability to drive team results through coaching, development, and mentoring.
• Ability to identify and communicate risks to success.
• Experience developing, coaching, reinforcing, and managing operational standards, policies, and procedures.
• Exposure to AI tools and interest in using them to improve work content and user experience.
• Strong team-player mindset, attitude, and work ethic.

Preferred experience

• Experience with M365 Copilot.
• Experience with Knowledge-Centered Support.
• Experience with workforce management applications.