Manager, Customer Support-Hybrid in Chicago

The Manager, Customer Support at Rewards Network is responsible for leading and developing a team that ensures top-tier support for our members. This includes managing performance metrics, overseeing quality assurance programs, scheduling, resolving client escalations, conducting training sessions, and driving process improvements to enhance service delivery. The role also requires collaboration across various departments to address customer inquiries and leverage insights for continuous growth and innovation.

To be considered for the Manager, Customer Support role at Rewards Network, candidates should possess a High School Diploma or equivalent, alongside at least 5 years of customer-facing experience and 2 years of leadership experience in a call center environment. Direct people management experience is a plus, and familiarity with the restaurant or financial services industry would be advantageous. Excellent communication skills and a service-oriented mindset are crucial for success in this position.

The Manager, Customer Support at Rewards Network drives team performance by setting clear KPIs, holding regular performance evaluations, and providing ongoing coaching and mentorship to team members. This leader is also instrumental in implementing quality assurance programs and training initiatives to support continuous learning and development, ensuring that all team members are equipped to meet customer needs effectively.

At Rewards Network, the work culture for the Manager, Customer Support is vibrant and inclusive. We celebrate collaboration, diverse perspectives, and a commitment to professional growth. Employees are encouraged to take ownership of their careers and contribute to the organization’s success. With a focus on innovation and problem-solving, the environment is dynamic, allowing team members to thrive as they work to deliver exceptional customer experiences.

Rewards Network offers a comprehensive benefits package for the Manager, Customer Support position, which includes competitive paid time off, generous dining reimbursements, a 401(k) plan with company matching, health insurance options, and additional perks such as life insurance, disability coverage, and the opportunity for flexible work arrangements. Our commitment to employee well-being reflects our dedication to fostering a supportive and rewarding workplace.

When discussing your leadership style, focus on collaborative and empowering approaches. Highlight how you engage with team members, encourage open communication, and provide regular feedback. Mention your strategies for motivating your team and how you adapt your style based on individual team member needs and performance.

For this question, illustrate your process for addressing escalated issues. Emphasize your active listening skills, empathy, and how you investigate issues thoroughly before providing resolutions. Highlight any frameworks you utilize for conflict resolution and how you follow up to ensure customer satisfaction post-escalation.

Discuss your familiarity with key performance indicators and how you've successfully utilized data to drive team improvements. Provide examples of specific KPIs you've managed, how you tracked and reported progress, and any outcomes that resulted from your data-driven decisions.

Outline the techniques you use to create a positive and engaging team culture. This could include team-building activities, regular recognition of achievements, and creating an open environment for feedback. Discuss your commitment to diversity and inclusion as part of nurturing this culture.

Explain your approach to quality assurance by detailing specific processes you implement, such as regular reviews of team interactions, feedback mechanisms, and training programs. Share how you use these processes to improve service quality and achieve high customer satisfaction scores.

When answering this question, describe a specific process improvement you initiated. Detail the issue, your analysis, the steps you took to implement the change, and the positive outcomes that resulted analytically. Showcase your problem-solving skills and innovative thinking.

Discuss your strategies for fostering effective collaboration with other departments. Share how you ensure clear communication, set shared objectives, and engage key stakeholders to support member issues and initiatives. Provide an example of successful collaboration you've facilitated.

Describe the training methods you favor, such as hands-on learning, shadowing experienced staff, or formal coursework. Emphasize the importance of tailored training programs that meet diverse learning styles to effectively onboard new team members and set them up for success.

Mention your commitment to ongoing learning through resources such as industry publications, webinars, and networking events. Discuss how you implement new insights and best practices into your team's operations to enhance service delivery continually.

In your response, emphasize your alignment with Rewards Network’s mission and values. Share your enthusiasm for the restaurant industry, your passion for customer service, and how you believe your leadership skills can contribute to Rewards Network's success. This is also a great opportunity to highlight your interest in their innovative approach to customer engagement.