About the role:

We are currently seeking a Customer Care Supervisor to ensure the satisfaction of customers by supporting the Customer Care team in meeting departmental, project objectives and deadlines.

Responsibilities:

• Partner with our BPO management team to ensure that tier 1 operational KPIs are met
• Monitor the performance of service level agreements on a regular basis and present data to stakeholders as needed
• Proactively identify and develop smart solutions to address operational challenges
• Collaborate with our project coordinator on the execution of projects and tests which involve our tier 1 support team
• Manage customer support tools
• Support product teams with customer-driven initiatives
• Assists in the development and implementation of customer service policies, procedures, goals and objectives.
• Participate in annual visits to our BPO office to strengthen relationships with local team members
• Support team’s Objectives and Key Results (OKRs), as needed

Requirements:

• 3+ years of experience in customer service management for a consumer internet or software company
• 3+ years of project management experience
• 2+ years of operational management experience
• Proficiency with MS Suite of tools specifically Excel and Office
• Experience with help desk ticketing software and call center phone system software (Kayako, Five9 preferred)
• Excellent interpersonal and communication skills
• Excellent organizational and problem-solving skills
• Ability to communicate effectively
• Ability to handle multiple tasks and shift priorities in a fast-paced environment to meet established deadlines
• Ability to interface well with other members of the organization
• Must be committed to exceptional customer service and support

About us:  

JustAnswer is the best way to talk to doctors, lawyers, vets, mechanics and more in minutes—24/7. We connect customers with verified and vetted Experts to provide reliable answers at any hour and on any budget, democratizing professional services. Our mission is simple: we help people.  

Since 2003, JustAnswer has helped 10 million customers across 196 countries. JustAnswer is based in the Presidio and backed by Charles Schwab, Crosslink Capital and Glynn Capital Management. 

Our culture  

Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include catered lunches on Tuesdays and Thursdays, medical/dental/vision, 401K with matching and more. Best of all, you get to work at a hot company that’s (drum roll, please) profitable!