EarthLink, a leading provider of secure Internet services based in Atlanta, is hiring a Customer Support Manager for our Chat and Automated Self-Help channels. This person will be responsible for the customer experience delivered through our non-voice team members and support solutions. This role will manage the tactical, day to day performance for these channels and help launch new strategic solutions to meet the needs of our customers.

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 and effective communication style. A background in operations, customer service, and contact centers is preferred.

Responsibilities:

·        Optimize and manage existing channels such as Chat, SMS/InApp, Virtual Agent solutions and customer facing Knowledge Base.

·        Oversee chat center partners with responsibility for managing agent KPIs and the overall customer experience

·        Optimize and manage automated customer communications

·        Identify and evaluate future state-of-the-art technologies and solutions.

·        Define user requirements, establishing technical specifications, production, productivity, quality, and customer-service standards.

·        Contribute information and analysis to organizational strategic plans and reviews.

·        Develop training documentation and support process for new technologies or to improve existing methods.

·        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.

·        Must have experience with leading Chat, SMS, and Knowledgebase platform providers.

·        Must have prior experience managing outsourced call center partners and driving performance through standard call center metrics.

·        Must be proficient working with data and have the ability to use analytical tools such as Excel to drive actionable decisions.  Experience working with Tableau is a plus.

·        Experience working in the Internet service provider or Mobile phone space is a plus.

·        Must be proficient in MS Office Suite and other generally used business software.

Once you have applied, please follow the link below to complete our Culture Survey Index, as part of the recruitment process. This survey takes approximately 7-10 minutes and provides us with data measuring seven work-related traits.

• There is no pass or fail.
• There are no correct or incorrect answers.
• Only work-related behaviors are measured.
• It cannot determine age, race, gender, or religion.

https://go.apply.ci/s/1MrMigFi1f

Please note: This is not a remote position, although we are currently working remotely due to the ongoing pandemic. This person must be able to commute to our Sandy Springs office when it is safe to do so. Out-of-state candidates will not be considered.