Full-Time Customer Support Manager

Summary: Sienna Charles, the premier luxury lifestyle company featured in magazines such as Forbes, is seeking a passionate Customer Support Manager to create exceptional customer service experiences for our elite clientele. This role oversees the daily operations of our exclusive travel and lifestyle services team.

Key Responsibilities:

1. Team and Project Management: Manage all day-to-day client travel and concierge requests using tools like Zendesk for client support and engagement. Set and maintain team schedules, ensuring client deadlines are met or exceeded, and maintain quality control.
2. Zendesk Expertise: Create custom ticket views, optimize workflows with triggers, automations, and macros, configure SLAs for timely issue resolution, and build custom reports in Zendesk Explore to track KPIs like response time and CSAT. Integrate third-party tools for seamless client interactions.
3. Training and Coaching: Oversee the training program to ensure consistent high standards. Provide regular performance reviews and feedback to improve team performance and confidence.
4. Process Improvement: Partner with the team to identify and prioritize process improvement opportunities. Collaborate with the technology team to optimize workflows and dashboards. Create future processes and standards based on data.
5. Problem Solving: Manage exceptions and issues arising from the team and client situations. Be the primary point of escalation for questions and concerns, providing solutions.

Persona Fit:

• Character and Culture: Relatable, engaging personality with strong written and verbal communication skills, discretion, and confidentiality.
• Attention to Detail: Obsessive attention to detail ensuring every aspect is perfect.
• Prioritization and Efficiency: Strong sense of urgency, prioritize tasks effectively, and maintain multiple deadlines efficiently.
• Ownership and Management: Take ownership of the role, looking for ways to improve processes and maintain all tasks.

Requirements:

• 3-5 years of management experience with proven ability to manage and motivate a team.
• Proven track record of training and empowering team members.
• Proficient in Zendesk and other project management/communication tools. Tech-savvy and quick learner.
• Experience with BPOS and outsourced teams.
• Experience in high-level B2C travel services (preferred).
• Results-driven, self-motivated, strong multitasking abilities.
• Excellent verbal and written communication skills; cross-functional collaboration focus.
• Proven experience driving projects and leading cross-functional teams.
• Creative and strategic thinker with client advocacy and retention experience.
• Flexible availability, including weekends (when needed).

Location: Primarily in the New York City office, but remote work is available.

Timezone: EST (8 am - 5 pm).

Employment Type: Full-Time

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