Customer Support Operations Manager

Position Overview

This position has the overall responsibilities for the management, training and support of the Customer Support Team. You will also be responsible for the Chapari Courier Certification, Courier on-boarding process and the ongoing support of our Community of Couriers.

A guiding influence and leadership abilities will be a key factors in your success. Our customer service environment will allow you to foster that skill in others. We are looking for a fearless, brilliant manager to grow along with us.

Responsibilities

  • Investigate customer’s problems and find solutions.
  • Communicate with customers via phone, email, or letter.
  • Hire, train, and terminate customer service agents.
  • Provide scripts to read from during phone calls.
  • Handle major incidents that cannot be resolved by agents.
  • Resolve complaints and order issues.
  • Ask customers to provide feedback on courier and customer service experience.
  • Keep abreast of new company products and services.
  • Issue refunds to customers.
  • Oversee product exchanges and returns.
  • Analyze data and statistics.
  • Compile and print reports on overall customer satisfaction.
  • Isolate and identify areas of improvement.
  • Work with management on customer service initiatives.

Skills & Qualifications

  • At least four years of experience in a customer service.
  • Must have a high school diploma.
  • Advanced computer skills.
  • Must be able to work with tact and discretion and maintain a high level of confidentiality.
  • Excellent written and oral communication skills.
  • Must be able to communicate with all levels including upper management.
  • Self-motivated and able to perform job responsibilities with a minimum of supervision.
  • Must be highly organized and detail oriented and able to function effectively in a multi-task environment.

Location: San Ramon, CA

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