Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Process Management Customer Success Management Customer Relationship Management Cross-Functional Collaboration Performance Management Customer Engagement Client Services Customer Retention Business Strategies Stakeholder Communications Shift Scheduling Total Quality Management

Other Skills

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Team Leadership
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Training And Development
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Microsoft Office
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Analytical Skills
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Time Management
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Customer Service
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Organizational Skills
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Detail Oriented
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Verbal Communication Skills
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Social Skills
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Problem Solving

Roles & Responsibilities

More than 2 years of experience in related fields required with supervisory experience is a plus
Bachelor's degree in a similar or related field will be preferred (but not mandatory)
Excellent verbal and written communication skills
Strong supervisory and leadership skills

Requirements:

Lead client engagement efforts, ensuring tasks are completed on time and maintaining high-quality standards.
Understand client challenges and work closely with them to identify and finalize solutions.
Build and maintain strong relationships with customers and stakeholders.
Lead and mentor your team, fostering a collaborative and customer-focused culture.

Job description

About We Are Working

We Are Working (WAW) is a full-service staffing company specializing in helping small to midsize businesses hire offshore talent, also known as virtual assistants (VA). Much of our competition are foreign-based companies that do little more than offer a very low hourly rate and connect a company with a VA and leave much of the ‘figuring it out’ up to the client. We Are Working is different in that we are more full service and we layer into the equation rock solid workflow and strong supervision of the VA. We are workflow experts and once we take over a task, all of the operational headaches associated with that task are handled by WAW from that point forward.

Job Summary:

As a Customer Success Supervisor, you will lead and inspire a team dedicated to ensuring the success and satisfaction of our valued customers. Your role is instrumental in building strong, long-lasting relationships by overseeing the implementation of customer success strategies, guiding your team, and collaborating with cross-functional departments. If you thrive in a dynamic, customer-centric environment and have a passion for driving customer excellence, this role is for you.

Roles & Responsibilities:

Lead client engagement efforts, ensuring tasks are completed on time and maintaining high-quality standards.
Understand client challenges and work closely with them to identify and finalize solutions.
Build and maintain strong relationships with customers and stakeholders.
Lead and mentor your team, fostering a collaborative and customer-focused culture.
Develop and implement strategies to enhance customer satisfaction and retention.
Set clear performance expectations, conduct regular reviews, and provide constructive feedback to drive continuous improvement.
Encourage the team to understand client goals and help them achieve success through our product or service.
Help train new team members and coach existing ones to improve.
Help with shift coverage and make sure the team is properly staffed.

Desired Skills & Experience

More than 2 years of experience in related fields required with supervisory experience is a plus
Bachelor's degree in a similar or related field will be preferred (but not mandatory)
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Proficient with Microsoft Office Suite or related software.