- Entry level
- No Education
- Salary to negotiate
- Temple Terrace
What you’ll be doing...
We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses. Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.
As a top 20 SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.
We’re growing! This is a new position leading our customer care teams that support our Reveal product. We need your strong leadership, sense of urgency and attention to detail to build on our existing programs. This role can be based in 1 of our 3 locations: Waltham MA, San Diego CA, and Temple Terrace FL.
The Reveal Support Manager - is responsible for leading a team of Reveal Support Supervisors. Directs and provides leadership to achieve and maintain all Reveal KPI objectives, fosed on the customer experience and enhancing the support model. Under minimal supervision, this position ensures that the highest level of client satisfaction is achieved through prompt resolution of client issues, accurate and timely technical service is delivered, and staff product and industry knowledge is continually improved.
As a leader of the team within the support organization, this individual is expected to identify and drive opportunities for improvements in products, processes and training in order to achieve better customer support and greater support efficiency. The ideal candidate will thrive in a dynamic, fast-paced environment and be prepared to grow with the organization through a dramatic growth phase.
What we’re looking for...
The Sr. Manager of Reveal support is a key member of the services organization management team.
Responsibilities: Staffing, headcount and budget, forecasting and strategic planning, customer support model to determine both how we support our customers along with resources/tools utilized.
Motivate a team of Supervisors and employees across three locations through performance coaching, career planning and setting objectives. Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement.
Appropriately advocate for customers and help define ways to continually add value to the customer experience. Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
Report operational achievements and progress on a regular basis including statistical analysis and improvement of action plans.
Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization. Achieve individual and team performance goals related to customer satisfaction, customer retention, and profitable company
Required Skills / Experience: BS or BA perferred. Software as a Service support experience a plus, but not required. Experience with support center or call center function related to a software company is highly desirable. Experience leading teams remotely with at least 6years of leadership experience.
Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively. Be a self-starter, able to work independently as well as part of a team, and have a proven track record of notable accomplishments. Capable of managing difficult or emotional customer situations and building rapport.
Ability to understand and escalate issues efficiently and appropriately. Prioritize effectively within tight schedules and a fast pace environment Enthusiasm and positive attitude in context to the role.
Keywords: VZ Connect, Verizon Connect
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you
About the company
For more than 100 years, Verizon has been at the center of the communications revolution.
Verizon is one of the largest communication technology companies in the world.
We help people, businesses and things communicate better.
The digital world promises consumers a better, more connected life, and we’re the ones delivering it. We make it possible for people to stay in touch and businesses to connect with their customers. We’re also bringing technology and hands-on learning opportunities directly to kids who need it most. Our goal is to inspire tomorrow’s creators to use technology to build brighter futures for themselves, their families and the world.