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Customer Success Supervisor

extra holidays - extra parental leave

Remote:

Full Remote

Contract:

Full time

Salary:

50 - 55K yearly

Work from:

United States

Offer summary

Qualifications:

Proficiency in Office 365 and Salesforce, Experience in customer service roles, Strong problem-solving skills, Hands-on coaching and training abilities.

Key responsabilities:

Ensure customer satisfaction through support
Prepare monthly/annual performance reports
Delegate tasks and manage project workflow
Supervise and mentor customer success team

Other World Computing Computer Hardware & Networking SME https://www.macsales.com/

51 - 200 Employees

See all jobs

Job description

Customer Success Supervisor
Other World Computing, Inc. (OWC) is committed to innovation and delivering the finest computing solutions to businesses and creative professionals.

The role of the Customer Success Supervisor is pivotal in delivering exceptional customer service and technical support across all social and review platforms, as well as addressing order and shipping issues. Additionally, the Customer Success Supervisor is tasked with delegating work, managing projects, and facilitating assistance from the Customer Success team to ensure efficient processing.
Are you ready to help organizations solve their hardest challenges through the power of OWC?
If so, we’d love to hear from you!

What Will You be Doing?

The essential purpose of this position is to ensure customer success keeping our customers informed and satisfied. One can expect to take between 30-65 customer contacts a day. This role includes providing service internally and externally on all products sold through Macsales.com.

Customer Escalation/Outreaches
Social Media/Review Responses
Prepare monthly/annual performance reports 
Delegate work to the Customer Success team
Review D365 documents and modify as needed to ensure processing
Stay educated on new and updated policies, products, and procedures by reviewing internal training resources
Coaching, including documenting coaching
Any other duties that are assigned

Supervisory Responsibilities: 

Directly supervises employees in a collaborative manner to ensure that we are providing the best service to our customers. Lead via a hands-on knowledge-based approach. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training/updating fellow employees on best practices; planning, assigning, and directing work; and assisting employee related performance feedback to appropriate manager(s) if necessary.

What You Bring with You?

Will be based on a variety of performance indicators, including but not limited to:

Monthly/annual report completion
Problem solving
Coaching/training abilities
Special Project completion
Employee management
Documenting material
Time management
Development/documentation of Customer Success support material
Response time under 24 hours for every social/review platform M-F
Ensure orders are relased for shipping/updated same day M-F

Computer Skills: 
To perform this job successfully, an individual should be comfortable working on a Mac platform with proficiency in utilizing Office 365, Salesforce, Dynamics 365, Rippling and able to quickly adjust to new software or tools. 

Compensation Structure for the Position

The salary for this role is between 50,000-55,000 USD per year. The amount of compensation will be determined based on your experience, skills, and performance.

Our People Are the Most Important Asset
A career with OWC is out of this world and will provide you with all the opportunities and benefits that can only come from working with a proven industry leader that is committed to innovation and delivering the finest computing solutions.

Competitive pay, that is based on the work that you do here at OWC and not based on a previous role.
A generous number of vacation/sick/personal days every year, including birthday time off!
Comprehensive health, vision, dental and wellness benefits.
- 401K
- Life Insurance
- Disability Insurance
- Accident Insurance
- Critical Illness Insurance
- Tuition and Loan Assistance
Join a company that is a leader in sustainability and offers the flexibility of a remote or hybrid (if in proximity to an OWC office) working environment.
At OWC there are ongoing opportunities to learn, develop new skills and support your personal growth.

Different people approach challenges differently. The most successful teams are the most diverse teams, and we pride ourselves on providing a culture that is committed to diversity, equity, and inclusion.
We look forward to hearing from you, learning more about your successes and sharing more on the ‘Other Worldly’ innovation here at OWC.