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Assistant Customer Support Manager

SurePrep

Assistant Customer Support Manager

Irvine, CA
Full Time
Paid
  • Responsibilities

    Job Description

    POSITION SUMMARY

    This is a key role with the primary responsibility for implementing workflow procedures based on direction from the Managers. The duties include supervising employees during day-to-day tasks, providing customer support in escalated situations and managing the overall workflow of a workplace.

     

    ROLES & RESPONSIBILITIES

    ·       Observing and monitoring practice to assure the quality of support provided

    ·       Coaching and developing team members through practical day to day support ‘hands-on’ including through induction and probation.

    ·       Assist the Support Manager in the management and development of the team.

    ·       Assist the Support Manager in the hiring, training, supervision, and appraisal of the Support team members.

    ·       Undertake any training and development initiatives identified by the Support Manager.

    ·       Contribute to effectiveness of the team.

     

    REQUIRED QUALIFICATIONS

    ·       Must have bachelor’s degree or higher

    ·       Minimum 5 years customer support experience

    ·       Must have Zendesk experience

    ·       Leadership and organizational abilities

    ·       Strong interpersonal and communication skills

    ·       Ability to establish and maintain effective working relationships across the company

    ·       Ability to manage the team with effective delivery of task assigned.

    ·       Must possess the skill, knowledge, and ability essential to the successful performance of assigned duties

    ·       Ability to communicate and work seamlessly across team

    ·       Strong project management skills, proven ability to design and communicate clear processes, and a detail-oriented yet flexible approach to problem solving.

     

    Company Description

    SurePrep has become one of the fastest growing software companies in Orange County. Our software solutions such as 1040SCAN, SPbinder and TaxCaddy plus onshore and offshore tax preparation outsource services allow accounting firms to increase productivity and profitability while promoting a completely digital tax workflow. SurePrep provides the most automated solutions available to streamline the entire 1040 process for both the CPA and taxpayer. We seek out the brightest candidates capable of tackling the ever-evolving tech industry while maintaining a reputation that has lasted over 20 years. Our employees make SurePrep LLC. Our company culture and competitive compensations are a few reasons why we attract and maintain top talent.