Job Description
T2 Customer Support Manager
at Branch
Remote
Branch is on a mission to help working Americans grow financially. We do this by helping companies accelerate payments and empower working Americans with accessible, fee-free financial services. We’re committed to building and delivering more inclusive and transparent financial products.
Come join our team as we develop new ways to improve the lives of working Americans. Our mission starts with empowering our own employees. Have a great idea? Share it today and it might just get implemented tomorrow. As a team member at Branch, your voice and creativity can directly impact the product and company. We not only attract great talent from across the country, but also build teams to help that talent to thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.
Position Overview
As the Tier 2 Customer Support Manager, you will play a pivotal role in ensuring the highest level of customer satisfaction by managing a team of skilled Tier 2 support representatives. You will be responsible for addressing complex customer issues, guiding your team in resolving challenging technical problems, and collaborating with cross-functional teams to continuously improve our customer support processes and systems.
Responsibilities
- Lead, mentor, and develop a team of Tier 2 customer support representatives, fostering a culture of excellence, collaboration, and continuous improvement.
- Manage and prioritize incoming Tier 2 support tickets, ensuring timely and effective resolution of complex technical issues while meeting or exceeding defined service level agreements.
- Collaborate with Tier 1 support and CX Operations to escalate and resolve critical customer issues, providing detailed information and solutions as needed.
- Identify trends and patterns in customer issues to proactively address potential areas of concern, and provide feedback to Support leadership and the CX Operations team for product improvement.
- Collaborate with the Training & Documentation team to ensure up to date agent resources including documentation, agent macros, guides, and FAQs to empower customers and the Tier 1 support team.
- Track and analyze key performance indicators (KPIs) to assess team and individual performance, and create actionable plans to enhance productivity and efficiency.
- Stay up-to-date with the latest industry trends, best practices, and technologies related to customer support and technical problem-solving.
Qualifications
- 5 years of experience in customer support, with a minimum of 2 years in a leadership or management role.
- Proven experience in handling and resolving complex technical issues effectively, preferably within a tech industry.
- Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
- Strong leadership and team management skills, with a demonstrated ability to motivate and inspire a team to achieve exceptional results.
- Analytical mindset with the ability to use data-driven insights to make informed decisions and drive process improvements.
- Proficiency in customer support software and tools, preferably Zendesk
- Exceptional problem-solving abilities and a passion for finding innovative solutions to customer challenges.
- Flexibility to adapt to a fast-paced and evolving environment, with the capacity to handle multiple priorities simultaneously.
Benefits:
- Remote-first work culture (domestic USA)
- Branch-paid medical, dental, and vision insurance
- Equity
- 401k
- Paid time off
- Paid company holidays
