Assistant Manager - Customer Success at a Creative Media Service Company

Role Responsibilities (Assistant Manager) :

This position is designed to supervise the defined roles & responsibilities showcased in the roles & responsibilities contents section below. This role is compensated to maintain, sustain, and uphold through the daily organizing of people (Calendly Appointments, Turn-Around Times (TAT), processes (Evaluations, OTI, Cancellation) and deliverables (Best Experience Ever) as they align with our company core values.

REPORTS TO : US Based Support Manager

PERFORMANCE GOALS / KPIs : 

- Calling scheduled appointments at Calendly scheduled times (All CS)

- 95%+ of all calendly appointments are called on-time by GSA & SMA Teams

- TalkDesk, LiveChat, & DESK Service Levels (All CS)

BEST EXPERIENCE EVER : 

- 95%+ of reviewed phone calls follow BEEs SOP (5 Calls per team member reviewed monthly).

- TAT's : 95%+ of all Emails have a response in 2 hours or less in Desk.

- CSAT's (CUSTOMER SATISFACTION) : 95%+ of all CSATs that arrive are green.

- Average Handle Time : 95%+ of all cases are resolved within 5 mins of being opened by CS team member.

Cancellations : 

- Attribution : 90% or higher of monthly cancellations are not attributed to support failing the customer.

- MAPS : 100% Compliance of 15 Minute Private Meeting (MAPS) with each Teammate per week.

- DTR (Demand to Resources) : 95% or higher of all work recorded (in Google Spreadsheet / Desk) and total hours billed matches (1:1)

- CCR Setup & Customer Follow Up

SUPERVISOR/LEADERSHIP ESSENTIALS : 

- Holder of this position agrees with the mission of the company and is excited to add value to its culture and goals.

- Fast, easy, accurate performance and service

- An accurate and up-to-date understanding of all CS systems, platforms, communication channels, and standard operating procedures (SOPs)

Continuous improvement : 

- If it is needed and it doesn't exists, create a solution

- If you are unable to create a solution, escalate

- Organization, Planning, and Prioritizing capabilities

- Accountability as an expectation and standard based on published goals and deadlines

Know the condition of your teammates : 

- Who they are

- What they do

- Who is cross trained

- How long it takes them to accomplish designated tasks

ESCALATIONS : 

- Demanding to speak with a manager or supervisor

 - Hostile or threatening

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.