Overview
At Upwork we are customer obsessed – WOWing our customers and making them successful is one of our most important tasks. The Customer Support Manager will focus on WOWing over 8M+ combined customers. You will be the key champion for ensuring our customers’ service and support is exceptional. You will partner with trust & safety, marketing, product, and engineering to develop and execute our customer support strategy from all angles of the business. We are looking for someone who has a passion for actionable analytics and leveraging quantitative and qualitative data to drive successful customer outcomes.
This is an exciting and challenging role that requires exceptional customer centricity, team building, a motivational style and analytical skills. The right candidate is truly passionate about customer advocacy and has a proven track record to talk about.
In this role, you will:
> Lead Upwork’s global customer service organization which includes team leads and customer facing personnel
> Coach, develop, and create career plans for a distributed workforce
> Be accountable for WOWing customers and solving issues faced by customers at scale
> Ensure customer feedback is captured and conveyed internally to enable ongoing improvement of products and services
Effectively direct and manage the day-to-day operations of the customer service team (customer satisfaction, quality assurance, productivity, etc.)
> Devise a customer contact methodology to monitor and improve retention rates
> Work cross-functionally and with other areas of the business to proactively analyze and assess overall customer experience
> Use qualitative and quantitative analysis to drive operational excellence
REQUIREMENTS
To win in this role, you need:
> A background in customer service, contact center operations, customer engagement, satisfaction, or retention
> Experience driving customer-related strategy, operations and results in large scale and swift moving organizations
> To be an enthusiastic and creative leader with the ability to inspire people
> A demonstrated ability to drive process improvements and change management
> Excellent communication and presentation skills, as well as highly refined interpersonal skills
> The ability to define new models and processes from the ground-up and operate at scale
> Experience with a distributed workforce highly preferred
> Upwork platform experience