Customer Support Manager - Work from home

? *Job Title:** Customer Support Manager - Work from Home
? *Company:** Las Vegas Sands
? *Location:** Columbus, Ohio, US...
? *Job Type:** Part-time
? *Seniority Level:** Mid-to-Senior Level
? *Years of Experience Required:** 7

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? *Job Description:**

Las Vegas Sands, a leader in the hospitality and entertainment industry, is seeking a dedicated and reliable Customer Support Manager to join our innovative team in a part-time work-from-home capacity. The ideal candidate will have a wealth of experience (7+ years) in customer support and management, with a proven ability to lead and inspire a team to deliver exceptional customer service. ? *Key Responsibilities:**

1. **Team Leadership and Management:**
• Oversee daily operations of the Customer Support team, including scheduling, training, and performance evaluations.
• Foster a positive team culture that encourages open communication, collaboration, and growth.
• Provide mentorship and coaching to team members to enhance their skills and promote career development.

2. **Customer Service Excellence:**
• Develop and implement customer service policies and procedures to ensure a consistent and high-quality customer experience.
• Monitor customer support interactions, ensuring adherence to company standards while resolving complex customer issues.
• Handle escalated inquiries and complaints, providing timely resolutions and fostering positive customer relationships.

3. **Performance Analytics:**
• Analyze customer support metrics and feedback to identify trends, areas for improvement, and actionable strategies for enhancing service delivery.
• Create and present regular performance reports to senior management, highlighting successes, challenges, and opportunities for growth.

4. **Training and Development:**
• Lead the onboarding and continuous training programs for new and existing team members to ensure they are equipped with the necessary tools and knowledge.
• Stay updated on industry trends and best practices to inform training materials and approaches.

5. **Cross-Departmental Collaboration:**
• Collaborate with other departments (such as Sales, Marketing, and IT) to align customer service initiatives and to enhance the overall customer experience.
• Act as a liaison between the customer support team and upper management, effectively communicating team feedback and suggestions for improvements.

6. **Process Improvement:**
• Identify opportunities for streamlining processes and enhancing the efficiency of the customer support team.
• Implement new technologies and tools that can aid in better customer service delivery and team productivity.
? *Requirements:**

• Bachelor?s degree in Business Management, Hospitality, or a related field preferred.
• Minimum of 7 years of experience in customer support, with at least 3 years in a managerial role.
• Strong leadership skills with a proven ability to motivate and develop a team.
• Demonstrated ability to handle complex customer inquiries and complaints effectively.
• Excellent presentation skills, with the ability to communicate information clearly and persuasively to various audiences.
• Strong analytical skills with the ability to use data to inform decision-making and process improvements.
• Proficient in customer support software and tools; experience with CRM systems is a plus.
• Dedicated, reliable, and able to work independently in a remote environment.
? *Soft Skills:**

• Exceptional people management skills, with the ability to build rapport and foster relationships quickly.
• Excellent problem-solving capabilities, with a proactive mindset.
• Detail-oriented with strong organizational skills.
• A willingness to embrace new challenges and explore innovative solutions to customer service issues.

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? *Benefits:**

• Comprehensive training and professional development opportunities to help you grow in your role.
• Company-provided equipment to ensure you have the tools needed for success in a remote setting.
• Dental insurance coverage for you and your family.
? *Working Environment:**

At Las Vegas Sands, we encourage a spirit of exploration and taking calculated risks to foster personal growth and the overall success of our business. We believe that innovation comes from trying new things, learning from our experiences, and continuously improving.
? *Deadline to Apply:** Please submit your application by **October 10, 2024**.
? *Equal Opportunity Statement:**

Las Vegas Sands is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or veteran status.

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