Job Description

Job Description

Call Center Manager

Compensation: $75,000 - $85,000/year

Location: Orem, UT (Onsite)

We're looking for a Call Center Manager to lead a driven, high-performing team dedicated to resolving customer support tickets quickly, accurately, and with genuine care. In this role, you'll empower your team to deliver exceptional service, foster collaboration, and refine processes for continuous improvement. You'll also be the go-to escalation point for complex issues-ensuring efficiency, quality, and an outstanding customer experience across the board.

• Lead daily operations of the Customer Support team, ensuring tickets are handled promptly and effectively.
• Build and refine workflows to boost efficiency, resolution speed, and customer satisfaction.
• Act as an escalation point for complex issues, providing timely, effective solutions.
• Track performance with KPIs and SLAs to meet response, resolution, and satisfaction goals.
• Regularly review and enhance policies and procedures to align with best practices.
• Partner with Product, Engineering, and other teams to address recurring issues and recommend improvements.
• Coach, mentor, and grow team members to strengthen both technical and customer service skills.
• Develop and deliver onboarding and ongoing training for the support team.
• Conduct performance reviews and provide feedback to drive accountability and growth.
• Host team meetings to share updates, align on goals, and reinforce best practices.
• Manage scheduling, approve time-off, and ensure proper coverage.
• Evaluate and implement tools and technologies to improve efficiency.
• Maintain awareness of privacy/security protocols and ensure compliance with company policies.

• 3+ years leading a customer support team in a ticket-driven environment.
• Strong expertise in ticket management systems and escalation practices.
• Excellent communication, organizational, and leadership skills.
• Data-driven approach to improving team and customer outcomes.
• Experience with Salesforce, Zendesk, Jira, or similar tools.
• Bonus: Bachelor's degree and experience with SaaS or cloud-based software.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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