Manager, Client Support - mScripts

JOB SUMMARY

As a Remote Manager of Client Support your focus will be on managing the mscripts Support team. You will be responsible for the success of your team's client experience. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Determine and align staffing, workload distribution, and team scheduling to support operational demands and service level objectives
• Providing leadership direction, expectations, coaching and mentoring to Client Support Technical Lead(s) and Associates through regular meetings, development planning, and performance management
• Track, analyze, and report team and individual performance metrics, KPIs, and accountability measures, providing regular updates and recommendations to leadership
• Develop and manage career progression paths for Support Associates, including training milestones, assessment creation, readiness evaluations, and advancement criteria
• Facilitate accountability to workflow queues, cases and boards to ensure timely resolution, partnering closely with Product,
• Engineering, and other cross-functional teams as needed
• Handle escalations, including those with patients while building strong relationships with key clients, understanding their goals, addressing their needs and concerns, and ensuring high levels of satisfaction and retention

Qualifications

KNOWLEDGE & REQUIREMENTS

• Excellent written and verbal communication skills
• Ability to mentor and motivate others
• Ability to adapt to change and provide stability for team members in an ever-changing environment
• Ability to work well within a team environment and collaborate with others to achieve set goals
• Ability to communicate well across all levels of the organization

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience: 8 years
  • 2-3 years of experience in a leadership role
  • 4 years customer service-related experience required preferably in a call center
    environment
• Minimum level of education or education/experience: Bachelors or equivalent work
  experience

PHYSICAL REQUIREMENTS

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.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility

The hiring range for this position is $80,000-$90,000 annually. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.

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