Manager, Contact Center & Support Operations

Manager, Contact Center & Support Operations

Salary Range: $90,000-$120,000 + annual bonus eligible

Location: Washington, DC. or remote. Our in-office teams come together for collaborative work in the office Tuesday through Thursday and work remotely on Monday and Friday.

Your mission is to lead our Driver Contact Center and Support Operations function. You will work closely with internal operational teams and outsourced vendors to build and manage our existing driver contact center as well as a range of capabilities needed to handle support needs across all of our services. In addition to helping build these functions, you will continue to evolve our support capabilities to meet the growing needs of our customers. You will act as a key Voice of the Customer back to the Inspiration organization, sharing fleet driver sentiment and helping us improve our offerings and overall customer experience. Your contact center expertise will be critical in shaping our engagement strategy for drivers whose companies are enrolled in our fleet and charging services and will set the stage for a remarkable and seamless end-user experience. You will report to Colin Sng, Managing Director of the Delivery organization.

What You'll Be Responsible for In Your Role:

• Implement a Driver Contact Center strategy and architecture that aligns seamlessly with our mission and service portfolio and provides effective driver support
• Manage the driver contact center in close collaboration with our external partners, including establishing all required processes (SLAs, escalation processes, quality assurance, etc.) and monitoring to revise as needed
• Manage the development and continuous improvement of the content as well as resources in the contact center knowledge base, in collaboration with other internal teams
• Develop training materials, and train and mentor contact center agents, ensuring the team possesses in-depth product knowledge, refined communication skills, and provide exceptional customer service
• Work closely with internal technology team to ensure that all required technology systems are maintained and integrated to allow the Driver Contact Center to function seamlessly
• Collaborate closely with internal teams, in particular our Product, Service and Delivery teams, to ensure the Contact Center is closely integrated with existing business operations, as well as to support operational needs of neighboring functions.
• Establish a system to capture driver sentiment and feedback, and help translate them into actionable insights for other internal teams
• Establish and track key support-related performance indicators (KPIs) and benchmarks to gauge and elevate performance of our support functions, and update those KPIs as needed to ensure an excellent customer journey
• Utilize data and analytics to provide deep insights into contact center performance, making informed decisions, and guiding iterative improvements

Who You Are:

• You have 5+ years of demonstrated high-level contact center management experience in a B2B context. Ideally, this comes from your time in the commercial vehicle leasing, fleet management, and/or clean energy sectors where you built and led successful customer-centric support teams and processes.
• You have built and expanded successful customer-centric support teams and processes
• You are attuned to and insightful about customer needs and are highly proficient with contact center technologies, CRM systems, and communication tools such as Intercom
• You use data-driven decision-making to create actionable insights, refine strategies, and enhance operational efficiency
• You thrive in startup environments and are a self-starter with strong initiative, resilience and adaptability
• You are very attentive to detail, and enjoy building and iterating processes

Inspiration's culture is based on a shared respect for our core values described HERE. Fit with these values is a critical component of our hiring process and this role, and employees are expected to demonstrate these behaviors in their interactions with colleagues, customers, and all stakeholders. An assessment of how each employee has exhibited our values is an important part of our performance review process.

Inspiration is an equal opportunity employer. We do not discriminate based on race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are committed to DEIB initiatives and to building a team that represents a variety of backgrounds, perspectives, and skills.