Job Description:
USAA is looking for a part-time Online Support Manager to join our team in Fort Worth, Texas. As a Mid-to-Senior Level position, the Online Support Manager will be responsible for overseeing the online support services provided to USAA's members through various digital platforms. The ideal candidate will have at least 7 years of experience in a similar role and possess a strong understanding of online customer service best practices.
Responsibilities:1. Manage a team of online support representatives to ensure timely and effective response to member inquiries.2. Monitor key performance metrics related to online support, such as response time, resolution rate, and customer satisfaction.3. Develop and implement strategies to improve the online support experience for members, including process improvements and training initiatives.4. Collaborate with cross-functional teams to address member feedback and implement solutions to enhance the online support services.5. Stay up-to-date on industry trends and technologies to continuously improve USAA's online support offerings.6. Handle escalated member inquiries and work to resolve complex issues in a timely manner.7. Provide regular reports and updates to senior management on the performance of the online support team.
Requirements:1. Bachelor's degree in business administration, marketing, or a related field.2. 7+ years of experience in online support or customer service roles.3. Strong decision-making skills and the ability to work well under pressure.4. Excellent attention to detail and organizational skills.5. Adaptable and able to thrive in a fast-paced, changing environment.6. Excellent verbal and written communication skills.7. Familiarity with customer relationship management (CRM) software and online support platforms.
Personality Traits: Adaptable, HardworkingSoft Skills: Decision-making, Attention to Detail
Benefits:- Retirement plan- Company equipment- Remote work flexibility
Working Environment:The Online Support Manager will have the opportunity to collaborate with colleagues worldwide, fostering a global village mentality and promoting diversity and inclusion within the team.
Equal Opportunity Statement:USAA is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, or any other characteristic protected by law. We encourage all qualified candidates to apply for this position.
Deadline to apply: May 1, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
