EarthLink, a leading provider of secure Internet services based in Atlanta, is hiring a Customer Experience Manager for its Alternate Support Channels. In order to provide an excellent customer experience, we must be available when and where customers want to communicate with us. This person will be responsible for the customer experience through all communication methods other than voice (chat, SMS, self-help, etc). This role will drive both the strategic direction and the tactical, day to day performance for these channels.

We are looking for someone who enjoys creative problem-solving, can adapt quickly to changing priorities, will thrive in a fast paced & collaborative environment, is self-motivated and has a clear & effective communication style. A background in operations, customer service, and contact centers is preferred.

Responsibilities:

• Optimize and manage existing Alternate Support Channels (chat, SMS, in-app messaging, self-help, etc.)
• Develop long term strategy for alternate support channels
• Implement and manage call center technology to support alternate methods of communication
• Oversee Call Center Partners to hire, train and onboard new agents
• Manage quality and performance metrics to optimize customer experience
• Partner with cross functional teams to ensure effective communications & superior customer experiences

Qualifications:

• Bachelor’s degree in business or related field plus 5+ years’ experience in customer support or equivalent combination of education and experience.
• This is an operational role with a heavy focus on processes and metrics.
• Must have experience managing outsourced call center partners and driving performance through standard call center metrics.
• Experience with Internet/telecommunications and Digital Marketing technologies a plus.
• Must be comfortable in a fast paced, fluid environment.
• Experience with the Live Engage platform is a plus.
• Results oriented, attention to detail, positive attitude and effective communication.