At Ooma, our approach to customer support goes beyond answering calls; we aim to foster lasting relationships through meaningful interactions. Operating from our Boca Raton office, the Senior Manager, Customer Support is at the heart of our effort to provide seamless and effective solutions for our users.

Requirements

A minimum of 10 years in professional roles, with over 5 years in senior management within a high-volume contact center.
Experience in consumer electronics, cable, or telecommunications is highly preferred.
Strong grasp of key performance indicators (KPIs) such as CSAT, ASA, and FCR.
Proven track record in vendor management; experience with offshore vendors is a plus.
Solid analytical skills for performance trend analysis and staffing optimization.
A bachelor’s degree is required; relevant work experience can substitute.

Benefits

Comprehensive medical, dental, and vision plans for you and your dependents.
401(k) plan with employer matching and employee stock purchase options.
Paid time off, sick leave, and corporate holidays observed.
Employer-paid income protection benefits, including short- and long-term disability.
Access to a robust employee assistance program and other life balance benefits.

You’ll Be a Great Fit If...

Your approach is rooted in collaboration, where you prioritize the team's growth and the customer’s needs. You navigate challenges with a calm demeanor, relying on data-driven insights to inform your decisions. You have a penchant for identifying inefficiencies and refining processes, always seeking ways to enhance the customer journey. Your leadership style is hands-on, ensuring that both supervisors and agents feel supported as you champion their continuous development. If you see value in building strong relationships with your team, and are motivated to advocate for customer-centric solutions, you’ll thrive in this role. 🚀

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Ooma, Inc. jobs

Customer Support Senior Manager