View All Jobs 2728

Sr. Manager, Customer Support Platforms & Analytics - Remote Eligible

Develop a suite of support dashboards to enhance customer satisfaction metrics.
RemoteNew York
Senior
2 months ago
Harvest Platform

Harvest Platform

Harvest helps consumers get refunds on negotiable bank fees.

4 Similar Jobs at Harvest Platform

✨ About The Role

- The Sr. Manager will be responsible for defining and monitoring success metrics for customer support. - This role involves overseeing the development of dashboards for key performance indicators such as customer satisfaction and agent productivity. - The candidate will collaborate with various teams, including Training and Quality, Escalations, and Product Operations. - The position requires driving CRM improvements and iterations to enhance customer service quality. - The manager will also support capacity planning in partnership with support leadership and business process outsourcing (BPO) teams.

âš¡ Requirements

- The ideal candidate will have a strong background in customer support management, particularly in developing and scaling support tools and analytics. - A successful candidate will possess experience with Customer Relationship Management (CRM) systems and a solid understanding of agent tools, support chatbots, and AI help solutions. - The role requires a data-driven mindset, with the ability to analyze metrics and drive innovation in support processes. - Strong leadership skills are essential, as the candidate will manage a team of motivated individual contributors. - Empathy for customers and the ability to inspire and empower team members are crucial traits for success in this position.
+ Show Original Job Post
























Sr. Manager, Customer Support Platforms & Analytics - Remote Eligible
RemoteNew York
Support
About Harvest Platform
Harvest helps consumers get refunds on negotiable bank fees.