Supervisor, Technical Customer Care

As a Supervisor, Technical Customer Care at HHAeXchange, you will lead, coach, and mentor a team of Technical Support staff. Key responsibilities include managing ticket system queues, ensuring timely resolution of issues, addressing escalations, conducting performance evaluations, hiring new staff, and cultivating a positive team culture. You'll also work closely with Quality Assurance to support ongoing development and improvement.

To qualify for the Supervisor, Technical Customer Care position at HHAeXchange, you should have at least three years of experience managing a technical customer care team. Strong customer service and communication skills, proficiency in Salesforce, and exceptional organizational abilities are essential. Leadership skills, a detail-oriented mindset, and the ability to work in a collaborative environment are also key qualifications.

The base salary range for a Supervisor, Technical Customer Care at HHAeXchange is between $75,000 and $80,000 annually. Individual starting salaries will depend on factors such as experience, education, and training, as well as the candidate's alignment with the company's core values.

At HHAeXchange, you can expect a collaborative and positive work culture that focuses on team building. As a Supervisor, you'll be integral in nurturing this culture, encouraging open communication and teamwork, and ensuring that your team members feel supported and valued in their roles as they work together to provide exceptional service.

The Supervisor, Technical Customer Care role at HHAeXchange requires minimal travel, estimated at up to 10%. This may include occasional overnight trips. Most of your work will be based in Miami, FL, contributing to a dynamic local team committed to delivering outstanding customer service.

In responding to this question, consider discussing goal-setting techniques, the importance of regular performance evaluations, and how you would empower team members through coaching and feedback. Highlight your commitment to aligning individual contributions with organizational goals.

Demonstrate your conflict resolution skills by outlining a calm, empathetic approach. Emphasize the importance of active listening, validating the customer's concerns, and clearly communicating a plan for resolution. Provide examples from past experiences if possible.

Explain your hands-on experience using Salesforce for managing customer inquiries, tracking ticket resolutions, and analyzing team performance metrics. Showcase how this experience has helped streamline processes and improve customer satisfaction in your previous roles.

Discuss specific initiatives you've implemented, like team-building activities, open feedback sessions, and recognition programs, that promote collaboration and enhance team morale. Highlight the impact of a supportive environment on performance and retention.

Identify common challenges, such as managing a diverse team with varying skill levels or dealing with high call volumes. Discuss proactive strategies like ongoing training and clear performance metrics to address these challenges effectively.

Articulate your approach to continuous improvement, such as regular training sessions, collecting customer feedback, and working closely with Quality Assurance. Highlight how data analysis drives your decisions for enhancing support services.

Explain your prioritization strategies, using tools like ticket management systems to track workload effectively. Discuss the balance between urgent customer issues and long-term projects, ensuring that all tasks are completed efficiently.

Provide an example of a situation where you successfully helped a team member improve their performance. Discuss your approach, which should include identifying specific areas for growth, offering targeted support, and setting measurable goals to track improvement.

Describe how valuable customer feedback is to you, showing that it informs improvements not only for individual team members but also for the entire support process. Explain how you gather, analyze, and act upon this feedback to enhance customer satisfaction.

Discuss your time management skills and how you would allocate the right amount of time between managing your team and addressing customer issues when necessary. Illustrate your ability to be present for both your staff and clients effectively.