Support

Manager, Support

Full Time - Austin, TX

Our goal is to ‘Run Texas’ by winning customers one Favor at a time! Overseeing the overall Favor experience, our Support team is there to ensure the highest levels of service for each favor. But when things don’t go according to plan, we step in to ensure our Customers, Runners and Merchants receive a personalized, fast and easy path to resolution across multiple contact channels. Our Support Managers are integral to this effort. As a Support Manager, you’ll inspire and lead a group of team leads to deliver best in class support experiences. You’ll be accountable for team performance and engagement. To be successful, you’ll protect and promote our core values, develop and maintain a culture of accountability, and coach your team Leads to be effective people leaders. You’ll serve as a customer and runner experience stakeholder/subject matter expert and inform on strategy that improves our service delivery by removing points of pain and or friction. Lastly, you’ll monitor and respond to emerging trends across team performance and or the business by conducting routine analysis.

Schedule: 10a-6:30p Sun-Thu, OR, 10a-6:30p Tue-Sat

Responsibilities:

  • Lead, inspire and coach a team of Support Team Leads who lead teams of 12-15 specialists across multiple shifts, seven days per week.
  • Drive and maintain accountability for the metrics we care about: CSAT, SLAs, Engagement.
  • Regularly review and propose novel ways to improve our operation with the ultimate goal of excellence in experiences.
  • Inform on product and service journey design by reporting on contact drivers and CSAT analysis and by being keenly aware of customer pain points.
  • Develop a culture of accountability and high performance by setting clear performance goals, delivering effective coaching, and by providing regular feedback through 1:1s.
  • Work with key stakeholders across Favor to ensure that key information is relayed in a way that drives improvements and better outcomes for customer and runners.
  • Partner closely with the Quality Assurance and Training teams on areas of improvement for Support.
  • Provide a weekly and monthly overview of your team’s KPIs including how you’re driving continual improvements and striving for excellence.
  • Advocate for our customers, runners, and specialists at every step of the way by providing data-driven, actionable insights that lead to improved experiences. 
  • Evaluate, inform and innovate on team workflows, tools, process and procedures to drive continuous improvement.

Skills & Qualifications:

  • A related degree or comparable formal training, certification, or work experience. 
  • 6+ years’ experience in Customer Support / Customer Experience.
  • 3+ years’ experience leading people leaders (manager of managers) in a fast-paced contact center environment.
  • Proven track record for building high performing, customer-centric teams in a contact/support center environment. 
  • Able to work weekends, occasional holidays, and outside of the standard 9-5 business hours.
  • Deep experience coaching team members (direct and indirect reports) to greatness and driving excellence in performance.
  • Deep knowledge of contact center management tools, processes, procedures, performance metrics, and associated improvement levers. 
  • Data-driven, analytical problem solver, capable of foreseeing business needs and translating trends and insights into actionable objectives that yield scalable solutions.
  • Strong ability to synthesize, communicate, and present complex information effectively to stakeholders at all levels through strong verbal and written communication skills. 
  • Strategic problem solving skills where you leverage data and insights to drive performance. 
  • High degree of EQ and professional maturity; comfortable interaction with all levels of an organization.
  • Flexible to cover non-traditional days and hours, including some holidays.
  • Availability to travel on occasion to/from Austin (if located outside of Austin), or other areas of Texas as needed for occasional meetings (frequency: quarterly or less).

Ideal Candidate:

  • Passionate about being a people leader and thrive off of developing and coaching employees and leaders.
  • Graceful, measured, effective, and able to keep your team focused and energized in a fast-paced, ambiguous, and dynamic work environment. 
  • You excel at navigating de-escalation, crucial conversations, and conflict resolution. 
  • Effective communicator - capable of influencing outcomes. 
  • Reputation of operating with integrity, courage, boldness, and fostering high impact cultures.

Life at Favor:

  • Benefits -- We offer premium health, vision, dental, life, and 401(k) options. We also offer Favor delivery credit and H-E-B discounts! 
  • Time-Off -- We offer unlimited PTO for salary employees and ample vacation time to all team members. We empower you to live your best life and do your best work!
  • Learning & Development -- We encourage personal growth and education through regular Learning Labs taught by internal team members and external facilitators.
  • Community -- Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), quarterly company-wide events, happy hours, and regular connection opportunities.
At Favor, we believe that to Run Texas, we need to represent Texas. By putting Community First, we honor the diversity of our backgrounds and experiences through sharing our unique voices. Our community grows when we challenge ourselves to learn and see the world from another’s view. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer.   
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