Customer Support Supervisor

Aura•San Antonio, TX

15h•$55,000 - $60,000•Remote

About The Position

Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. Come build with us! About the Role: The Call Center Supervisor assists senior leadership by overseeing day-to-day operations and management of Customer Care staff and Call Center functions. This role is remote, but you must be based in the greater San Antonio, TX area (within 50 miles of city center).

Requirements

2-3 years prior customer service experience, preferably in a Call Center environment
Demonstrated experience driving metric results for yourself and a team
Excellent verbal & written communication skills with attention to detail and the ability to relay complex information in a digestible format to others.
Ability to comprehend complex instructions, correspondence, and regulations
Ability to interpret and leverage data to identify trends and drive strategic improvement
Proven ability to juggle multiple tasks and seamlessly adjust to changing priorities and schedules
Ability to handle emotional and high-stress calls with empathy, remaining patient and calm to understand the caller's reason for the call and respond appropriately
Working knowledge of internal CRM’s and Salesforce
Applies strong business acumen, active listening, and creative problem-solving to effectively resolve issues
Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality

Nice To Haves

Bachelor's degree (preferred)
Proficiency in Microsoft and Google Suite
Commitment to excellence and consistent high performance
Likes to work hard, have fun, laugh, and be a part of a winning team

Responsibilities

Perform billing & credit research to resolve customer inquiries
Conduct customer credit request reviews and approvals
Act as liaison between Service Center and clients and between Service Center and other departments
Analyze daily call result reports, update spreadsheets, and provide statistics to Service Center staff and management
Coach agents on work performance and other work issues
Monthly monitoring of team to ensure quality standards
Develop, coach and reinforce training
Facilitate departmental Team meetings
Handle and resolve escalated customer issues and calls when necessary
Maintain up-to-date technical proficiency in all systems essential for the assigned supervisory team
Attend Inter-Departmental Meetings and report back
Ability to set clear expectations (goals/tracking)
Facilitate career pathing discussions with team members to support professional growth
Generate innovative ideas to drive business growth and efficiency