As the Customer Support Supervisor, you will manage a team of Customer Support Representatives (CSRs) responsible for the day to day customer support of Brainshark’s products. The Supervisor will be responsible for the strategic and tactical management of the CSR team including implementing and upholding CSR policies, objectives, and initiatives. Prior experience working in a software support role including at least 2 years of leadership experience managing direct reports.
Responsibilities include the direction and management of Customer Support functions, including hiring, training and career development of a team of 8-10 Customer Support Representatives, establish individual and team goals, develop metrics, reports and client management best practices. The successful candidate will improve both customer satisfaction and service delivery efficiency. We want a proactive individual who will dive in head first, become a Brainshark products and services expert and drive success within the team.