Cloud Service Supervisor

Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning around-the-clock US-based support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms and technology companies. Thousands of Firms and SMBs count on us to run their business every day.

We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

In this role, it is expected that the Supervisor will enforce the policies and procedures of the Customer Care group with a focus on Cloud Service Technician (CST) performance and customer satisfaction. You will be measured on your ability to produce team metrics that align with the goals of the Service Team by working with your team members in areas of quality, efficiency, and compliance.

This is a remote work position.

Responsibilities

• Assist Cloud Service Technicians (CSTs) with the proper handling of customers, tickets, or projects.
• Monitor employee productivity and schedule adherence.
• Coach representatives on getting through their calls more efficiently while maintaining a high level of customer satisfaction.
• Hold your CSTs accountable for retaining and practicing the training and resources that you provide.
• Identify open tickets that you feel would be best moved forward by other departments and representatives.
• Be available for escalated customer service issues for your CSTs when a supervisor is requested.
• Reaching out to customers who have had a negative experience with one of our CSTs.
• Live call monitoring when necessary, using Silent Monitor or Silent Coaching.
• Provide a strong Teams presence and positive example for your agents and our department as a whole.
• Process ADP based PTO requests and partial day time off requests.
• Work with other Cloud Services Supervisors to provide cohesive supervision across the service team and to align any reporting/feedback provided to management.
• Meet with Customer Care Management once a month to discuss team development and open issues.
• Review CST performance to identify areas of improvement.
• Review productivity with CSTs to make sure they are hitting our established goals.
• Review schedule adherence with CSTs to make sure they are on track with management's expectations.
• Conduct and document monthly 1:1 meetings with all members on your team.
• Live Shadow agents to provide feedback.
• Cultivate and foster career advancement with team members.
• Participate in the hiring and disciplinary process as needed.

Requirements

• Passion for delivering outstanding customer service.
• Strong leadership skills.
• Ability to communicate clearly, confidently, friendly, and professionally with our customers.
• Ability to multitask.
• Ability to delegate tasks when required.

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer!

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.