Customer Service Support Manager

Company Description

Flamond is the world’s first modular fine jewelry brand. Through years of research, we have created a unique line of jewelry where 14ct gold and diamond settings can be moved around between the jewelry. Our solution lets customers add new diamonds to their jewelry every month, increasing the value month by month. We call this affordable luxury. Our team comprises experienced business people, creative designers, expert manufacturers and highly skilled technicians who created this innovative solution. With a mix of new technology and timeless designs, Flamond is an affordable, luxurious jewelry brand that customers will wear and love for life.

Role Description

This is a full-time, on-site role located in Kissimmee, for a Customer Service Support Manager. The Customer Support Manager will play a pivotal role in establishing and leading our Customer Support Team. They will be responsible for defining the methodologies, processes, and metrics that will help maintain a high level of customer satisfaction. The ideal candidate will have proven experience working in a customer support position, excellent leadership and interpersonal skills, great communication skills, and be a role model and mentor to staff.

Key Responsibilities

- Team Building & Leadership

Recruit, train, and lead a team of customer support representatives.

Establish a company culture within the team that aligns with our core values.

- Process Development

Create and implement customer support methodologies that ensure efficiency and effectiveness.

Develop processes for customer interaction via phone, email, live chat, and social media.

- Quality Assurance

Implement KPIs and metrics to monitor team performance.

Conduct regular performance reviews and provide coaching.

- Customer Relationship Management

Ensure a high level of customer satisfaction by monitoring support tickets and resolving issues in a timely manner.

Handle escalated customer complaints and provide solutions that benefit both the customer and the company.

- Reporting and Data Analysis

Compile weekly and monthly reports on customer support metrics.

Use data to make informed decisions on process improvements.

- Collaboration

Work closely with other departments, such as sales and marketing, to ensure a cohesive customer experience.

Qualifications

- Bachelor’s degree in Business, Communications, or related field.

- Minimum 5 years of experience in customer support, with at least 2 years in a managerial role.

- Experience in the jewelry or luxury retail industry is a plus.

- Strong leadership and team-building skills.

- Top-notch oral, written, and interpersonal abilities.

- Proficiency in customer relationship management (CRM) software.

Compensation

- Competitive salary

Benefits package including health insurance

Job Type: Full-time