Otonomee | B Corp™

Customer Support

• Work as part of the Operational management team and serve as a key point of contact for day-to-day operations
• Foster accountability, collaboration, and continuous learning within the team
• Acquire and transfer knowledge of tools and workflow processes
• Brief team members on issues, product information, and releases within agreed timescales
• Assist in developing and streamlining procedures and implement process or system changes to improve efficiency
• Coach, motivate, reward, counsel, and support performance through 1:1s, team meetings, and feedback
• Monitor compliance guidelines, maintain service management, identify gaps in knowledge articles, and address those gaps
• Establish and analyze performance trends to drive improvement
• Monitor service-level targets and manage impacts when making team decisions
• Authorize training requests, team briefings, and other absences
• Drive escalation processes, identify operational or service-delivery issues, and propose resolutions
• Facilitate personal and professional development through constructive feedback
• Resolve complex problems, questions, or complaints and direct unique problems appropriately
• Provide high-level customer service and/or technical support

Customer Support Team Manager