Company Overview: Join our dynamic and fast-growing startup that is changing the way laundry gets done. We provide a two-sided marketplace connecting washrs with families and businesses to solve their laundry burden. As the User Support Supervisor, you'll play a pivotal role in ensuring that every interaction with hampr is positive, easy, and frictionless.

Job Description

Position Summary: The User Support Supervisor will oversee our team of User Support Specialists and is responsible for ensuring that the User Support Team is providing a successful experience for all users. Leveraging your expertise in customer support and user success, you'll develop and implement strategies to streamline our support processes and develop internal procedures/protocols that enhance user satisfaction. You will manage and grow the team while driving key department metrics and leading internal communications around department strategies and performance.

Key Responsibilities:

Team Management:

• Lead, mentor, and manage a team of User Support Specialists.
• Foster a positive and productive work environment that encourages teamwork and individual growth.
• Develop training programs and conduct regular performance evaluations to ensure the highest level of customer support.

Strategic & Tactical Management:

• This is a player/coach role; You will not only lead the front-line team you will actively participate as well in order to stay intimately involved with our users and deeply understand the pains and needs of the users and our User Support team
• Develop and implement customer service policies and procedures to ensure operational efficiency and customer satisfaction.
• Analyze customer service data to identify trends, areas of improvement, and opportunities for enhancing service quality.
• Own performance targets and KPIs for the team, regularly monitoring and reporting on progress.

Communication & Reporting:

• Communicate effectively with team members, providing clear direction and feedback.
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.

Recruitment & Onboarding:

• Lead the recruitment process for new User Support Specialists, including sourcing, interviewing, and selecting candidates.
• Develop and execute comprehensive onboarding programs for new hires to ensure they are well-equipped to meet customer service standards.

Key Desired Outcomes:

• Maintain a high level of customer satisfaction and loyalty through exceptional service delivery.
• Achieve and exceed team performance targets and KPIs.
• Successfully grow and develop a high-performing customer service team.
• Implement and refine customer service policies and procedures to improve efficiency and service quality.

Additional Expectations:

• Customer Focus: Demonstrate a deep understanding of customer needs and provide solutions that exceed their expectations.
• Leadership: Inspire and motivate the team to achieve common goals and foster a culture of continuous improvement.
• Problem-Solving: Exhibit strong analytical and problem-solving skills to address complex customer issues and improve service processes.
• Communication: Possess excellent verbal and written communication skills, with the ability to effectively convey information to various stakeholders.
• Adaptability: Thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• 3+ years of experience in customer service management, preferably in a startup or high-growth environment.
• Proven track record of successfully leading and developing remote customer service teams.
• Strong analytical skills and experience with customer service metrics and reporting.
• Proficiency in customer service software and tools.

Why Join Us:

• Opportunity to make a significant impact in a rapidly growing startup.
• Collaborative and innovative work environment.
• Career growth and development opportunities.
• Competitive salary and benefits package:
• Health, dental, & vision insurance including access to free telemedicine visit for you and your family, plus Unlimited PTO policy
• Free loads of laundry!