Customer Support Manager in Terre Haute, Indiana at Joink

POSITION SUMMARY

The Customer Support Manager is responsible for strategic oversight, leadership, and development of the entire customer support department.

REPORTS TO

• CEO

SUPERVISES

• Customer Support Lead
• Customer Support Technicians

ESSENTIAL FUNCTIONS

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

1. Develop strategic goals and objectives for customer support operations.
2. Oversee departmental budgeting and resource allocation.
3. Implement and monitor operational standards and performance metrics.
4. Manage relationships with key internal stakeholders and external partners.
5. Lead hiring, training, and professional development of supervisory staff.
6. Engage in performance management activities with team, involving HR when relevant.

OTHER DUTIES

Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT

Joink is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability status, sexual orientation, gender identity, marital status, pregnancy, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to maintain a professional demeanor
• Ability to evaluate situations and adjust to changing priorities
• Strong verbal and written communication skills
• Excellent customer service skills and professionalism
• Strong organizational, documentation, and follow-up skills
• Ability to manage time and resources effectively
• Proficiency in performance management and team training
• Strong leadership and strategic thinking capabilities.
• Advanced understanding of customer support processes and technologies.
• Excellent interpersonal, communication, and negotiation skills.
• Proficiency in budgeting, resource management, and strategic planning.

QUALIFICATIONS

• Candidate must be willing to reside near or commute to a Joink office (Currently within Illinois: Taylorville, Hillsboro; Indiana: Terre Haute)
• Required: Bachelor’s degree or equivalent experience in Business Administration IT, or related field
• 7+ years of management experience, with 3+ years in senior or strategic roles.

WORKING ENVIRONMENT

• Must be able to work overtime with and without notice.
• Office environment
• Requires periodic travel to other regions (currently Indiana and Illinois)

PHYSICAL DEMANDS

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.

• Must be able to spend long hours using a computer/keyboard and/or phone. May involve prolonged periods of sitting, standing, or walking.