**Job Title: Online Support Manager**
**Company: Charles Schwab**
**Location: Dunedin, Otago, NZ**
**Job Type: Part-time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6**
### Job Description:
Charles Schwab is seeking an experienced Online Support Manager to join our dynamic team in Dunedin, Otago. This role is crucial in ensuring exemplary customer service and support while contributing to the overall mission of delivering a seamless online experience for our clients. The ideal candidate will be resourceful, driven, and possess a collaborative spirit that fosters teamwork and cooperation. This part-time position offers a flexible working environment that encourages professional growth and personal development.
### Key Responsibilities:
- **Customer Support Management:** Lead and oversee the online support team, ensuring timely and effective responses to customer inquiries, complaints, and requests via various digital channels (chat, email, and social media).
- **Team Development:** Mentor and train support staff, enhancing their skills and knowledge to provide superior customer service. Foster a culture of collaboration and continuous learning.
- **Performance Monitoring:** Analyze team performance metrics to identify areas for improvement. Implement strategies and best practices that drive efficiency and enhance customer satisfaction.
- **Process Improvement:** Develop, document, and refine online support processes and workflows to ensure streamlined operations and a high-quality customer experience.
- **Feedback Implementation:** Gather and analyze customer feedback to identify trends and make recommendations for product and service improvements, contributing to the overall customer journey.
- **Collaboration with Departments:** Work closely with cross-functional teams such as IT, Product Development, and Marketing to address client issues and enhance service offerings.
- **Resource Allocation:** Manage online support resources effectively, ensuring the right tools and technologies are in place to support team performance.
- **Reporting and Analytics:** Prepare and present reports on team performance, customer satisfaction, and incident resolution metrics to senior management. Utilize data-driven insights to inform decision-making.
- **Crisis Management:** Handle escalated issues and provide solutions in high-pressure situations while maintaining a customer-centric approach.
- **Continuous Learning:** Stay updated on industry trends, emerging technologies, and best practices in online customer support and service. Promote ongoing educational opportunities for the team.
### Requirements:
- **Experience:** Minimum 6 years of relevant experience in customer support, preferably within a financial services or technology-focused organization.
- **Education:** Bachelor's degree in Business, Communications, or a related field preferred.
- **Technical Skills:** Proficient in customer relationship management (CRM) software, support ticketing systems, and online collaboration tools. Familiarity with financial products and services is an advantage.
- **Personality Traits:**
- Resourceful: Ability to think on your feet and provide solutions to complex problems.
- Driven: Self-motivated and goal-oriented, demonstrating a strong desire to exceed performance expectations.
- **Soft Skills:**
- Planning: Excellent organizational and time-management skills, with the ability to prioritize tasks efficiently.
- Cooperation: Strong interpersonal skills with a proven ability to collaborate effectively with diverse teams and stakeholders.
### Benefits:
- Paid sick leave
- Disability insurance
- Relocation allowance
### Working Environment:
At Charles Schwab, we encourage a culture of ongoing learning and development for both personal and professional growth. We believe that investing in our employees leads to better service for our customers and a supportive workplace.
### Application Deadline:
Please submit your application by **September 29, 2024**.
### Equal Opportunity Statement:
Charles Schwab is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
