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Customer Service Manager
Sola
Brooklyn, USA
Full-time
Mid-Senior
Onsite
$110,000–$140,000 per year
Discovered 1 weeks ago
Customer service leadershipTeam management and mentoringCustomer service ticketing systemsMicrosoft OfficeWorkforce schedulingRoot cause analysis
Free
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Customer service leadershipTeam management and mentoringCustomer service ticketing systems
Role Overview
Lead Sola’s Customer Service Team in delivering high-quality service to merchants.
Support merchants through the Sola Quick Assist ticketing system, FPS phone queue, and partner tools.
Key Skills for This Role
Customer service leadershipTeam management and mentoringCustomer service ticketing systemsMicrosoft OfficeWorkforce schedulingRoot cause analysis
Full Job Posting
Job Summary
Lead Sola’s Customer Service Team in delivering high-quality service to merchants.
Support merchants through the Sola Quick Assist ticketing system, FPS phone queue, and partner tools.
Team Leadership and Training
- Manage and mentor customer service representatives while ensuring company policies and procedures are followed.
- Train representatives and create onboarding and continued-development curricula.
- Maintain knowledge sources and training materials for departmental training and onboarding.
Customer Support Operations
- Monitor, assign, and answer incoming calls and emails and create tickets in Sola’s customer assistance system.
- Document customer issues, manage escalations, and contact clients with follow-up and resolution.
- Ensure timely reporting, referral, follow-up, and escalation of merchant issues.
Process and Workforce Management
- Analyze data and workflows to identify root causes and recommend efficiency improvements.
- Review workforce capacity, utilization, communication volumes, and coverage schedules.
- Resolve scheduling and time-off conflicts and manage escalated customer-service issues.
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