Position: Senior Support Manager
Company: Galaxy Vets
Category: Support
Experience required: 2y
English level: upper

Support Operations Team is passionate about delivering a superior customer experience that differentiates Galaxy Vets from its competitors.

This position reports to the Director of Support Operations and requires a customer-centric and employee-focused personality. Essential background experience should include leading large, customer-focused teams and other managers, with strong communication, organizational skills, and attention to detail. The ideal candidate is a self-motivated leader with a passion for innovations and excellent customer service.

The successful candidate must have a proven track record of providing a remarkable customer experience in a service-oriented industry. This experienced leader will need to bring expertise in building, leading, and motivating service-focused teams and implementing best practices driven towards enhancing customer experience. 

What you’ll do to drive our mission: 
- Drive a passion for the customer and the importance of the role the support team plays in the overall success of Galaxy Vets
- Participate in and be a valuable contributor to strategic planning and workforce planning in Support Operations
- Define and develop processes and procedures that drive efficiency and consistency in Internal Support (technical and non-technical)
- Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines
- Achieve team goals by maximizing the success of the team members through motivating, rewarding, and coaching
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective solutions to our customers
- Work closely with customers to ensure we are providing solutions that meet their needs and add value to the customer experience
- Work cross-functionally with other departments to ensure that the objectives of the business are being met, outcomes are being delivered, and foster collaboration and communication between support team members and other areas of the organization

What you’ll need to succeed: 
- Overall work experience of 4+ years in support management roles and 7+ years working experience in the customer-centric field
- Strong Experience in managing different support professionals
- Experience with multiple support tools and phone systems
- Excellent written and verbal communication skills
- Experience leading a remote workforce
- Proven ability to work independently as a support leader providing strategic input to develop and grow the talent of the support staff
- Demonstrated experience managing customer service process improvements with measurable positive outcomes

What you’ll need to thrive:  
- Ability to manage multiple projects concurrently and prioritize issues in a fast-moving, dynamic environment
- Passion for lean management and change management (or willingness to learn)
- Ability to deliver quality work on tight deadlines, with strong organization and priority-setting skills