Job description

Please note: This position is located in Griffith, Indiana. The position is being advertised in the greater Chicagoland area through Indeed.

We’re searching for a Customer Support Manager to add to our incredible team here at Loopy. We're looking for an experienced, energetic leader with a positive attitude and willingness to go above and beyond for the customer. If you feel this describes you, we’d love to hear from you.

The Customer Support Manager is responsible for running and improving the entirety of the customer support department to provide the best customer experience possible.

Responsibilities and Duties:

• Lead, manage, and hold all accountability within the customer support department, ensuring that our company vision and standards are being followed throughout the entire process

• Predictive analysis of where issues may come to rise in the future with growth or new hurdles then analyze and propose edits to tackle them proactively

• Develop and update customer support procedures, policies, and standards as necessary

• Respond to escalated customer support issues in a timely manner

• Produce and maintain regular reports on a daily, weekly, and monthly basis

• Keep ahead of industry’s developments and apply best practices to areas of improvement

• Fulfilling objectives and directions from upper management

• Ensure training standards and processes are efficient, up to date, and being followed by leads and trainers

• Assist with closing/opening warehouse when necessary

Qualifications and Skills:

• High school diploma or equivalent and

• 4+ years prior experience in a managerial or supervisor role

• 4+ years experience in a customer support role or similar environment

• OR a Bachelor’s Degree in relevant fields and

• 2+ years prior experience in a managerial or supervisor role

• 2+ years experience in a customer support role or similar environment

• Strong knowledge of customer support key performance indicators (KPIs)

• Proficient in Google Suite, Excel, and systems processes/creation and implementation

• Knowledge of Zendesk (or similar), ShipStation, and Shopify preferred

• Remarkable verbal, written, and interpersonal skills

• Good team-building skills

• Ability to accept and utilize constructive feedback

• Alignment with company values

• Ability to lead, manage and motivate staff

• Problem-solving skills

• Organizational skills

• Able to work with all levels of staff

• Applicants will need to pass the background check in order to be hired for the role

Perks of joining Loopy Cases:

• Paychecks distributed weekly

• Benefits (Health, Dental, Vision)

• Yearly Bonuses

• PTO

• Friendly work environment

• Free phone cases

Job Type: Full-time

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Parental leave
• Vision insurance

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Griffith, IN 46319: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What about the role excites you and motivates you to apply? Please describe your interest in working with us.
• Who referred you to this role? (if you don't have an answer, you can leave this field blank)

Experience:

• Customer support: 2 years (Preferred)

Work Location: One location

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