Customer Success Supervisor

Our Mission:

To actively connect people to their next great opportunity.

Who We Are:

ZipRecruiter is a leading online employment marketplace. Powered by AI-driven smart matching technology, the company actively connects millions of all-sized businesses and job seekers through innovative mobile, web, and email services, as well as through partnerships with the best job boards on the web. ZipRecruiter has the #1 rated job search app on iOS & Android.

Summary:

At ZipRecruiter, we're committed to helping our customers achieve success in their recruitment efforts! The Customer Success Supervisor is responsible for managing our Customer Care Advocates, ensuring each rep is meeting their performance goals, and providing bi-weekly one-on-one coaching sessions to elicit top performance and assist with individual rep career growth opportunities.

Key Focuses:

• Handle and process escalation calls.
• Conduct regular coaching and training on a 1:1 as well as a team basis.
• Review daily and long-term performance metrics for coaching opportunities
• Manage team performance to ideal productivity and quality goals.
• Ensure proper coverage for phone, chat, and email service levels.
• Coordinate with multiple internal teams for the implementation of new policies and procedures.
• Manage, organize, and report team attendance, including approval of PTO, OT, and bi-monthly time sheets.
• Report team performance weekly and monthly to the Sr. Director of Customer Success.
• Participate in employing new team members, conducting interviews, disciplinary discussions, recommending promotions, and terminations.
• People management: Setting clear expectations, reviewing progress, providing feedback and guidance, and holding people accountable.
• Maintain high team morale and camaraderie

Minimum Qualifications:

• 5-7 years of experience in Customer Service, Client Support, or Customer Success.
• 1-2 years of prior Supervisory / Management experience required.
• Excellent communication - written and verbal.
• Excellent training and presentation skills.
• Intermediate knowledge of Google Suite and MS Office Suite (Word, Excel, Outlook, and PPT).

Preferred Qualifications:

• Detail-oriented, organized, and a master of time management.
• Enthusiastic, approachable, optimistic & a team player.
• Coachable and has natural coaching abilities.
• Easily builds rapport and establishes relationships with customers and colleagues.

As part of our team, you'll enjoy:

• Competitive compensation
• A flexible environment where work-life balance is valued
• Exceptional benefits package
• Paid Time Off
• Employer-matched 401(k) plan

Please understand that this description is a summary and does not include every single task required of the employee. Duties, responsibilities, and activities are subject to change and may be modified, added to, or eliminated at the company's discretion.

The US base salary for this full-time position is $75,000.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.