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Senior Manager Customer Service

Reuters Corporation
5-8 years
Not Specified

Job Description

Job Description
The Customer Support Team at Confirmation resolves all inbound inquiries from our customers regarding the use of our application. This includes training and troubleshooting as well as notating and tracking themes related to these inbound requests. The Customer Support Senior Manager (APAC) at Confirmation oversees the work of these APAC based team members. As the manager over this team, you will have a passion for identifying and acting upon any opportunity to improve the customers experience through more efficient tools, processes, and employee performance. The Customer Support Senior Manager is responsible forworking with support team leadership in instituting global best practices for the Confirmation support team and leading team members including interviewing, hiring, and training employees planning, assigning, and directing work appraising performanceaddressing complaints and resolving problems. This position will require some travel to our non-US offices to engage with our support team around the globe.
  • Align with leadership on the team's KPIs meant to provide transparency into the team's performance and the user's satisfaction with our application.
  • Ensure that quality standards are maintained for customer support interactions.
  • Report to leadership on team performanceincluding weekly, quarterly, and annual summaries.
  • Identify case themes and work cross-departmentally to implement process or application improvements that would prevent repeat cases.
  • Organize workflow and support tools to ensure customer inquiries are efficiently responded to with accuracy, kindness, and professionalism.
  • Overseeday-to-day support operations, enforcement of global best practicesas well as long term support department goals.
  • Monitor employee productivity and provide mentoring, constructive feedback and coaching.
  • Inform team of company initiatives and lead them in actively contributing to the goals of the organization.
  • Receive internal and external complaints and resolve problems.
  • Maintain accurate timekeeping and personnel records for team members.
  • Works cross functionally to resolve product and customer experience issues.
  • Expedites the resolution of escalated issues.
  • All other duties as assigned by manager.

Preferred Skills
  • Proficient with Microsoft Word, Excel, Outlook, Salesforce, Workday
  • Experience with making data-driven decisions based on case volume, themes, and time to resolve
  • Confident reporting on KPIs such as FCR, CSAT, NPS, TTR, etc.
  • Experience identifying and implementing customer support team processes improvements
  • Excellent team management skills, experience managing remote team members preferred
  • Excellent communication and interpersonal skills
  • Outstanding organizational and leadership skills
  • Prior experience leading a customer service team in multiple regions
  • Adept at navigating within a complex matrixed organization

  • Requires 5+ years of relevant work-related experience
  • Bachelor's degreerequired

  • 5% - 10% global travel required

  • Compensation commensurate with experience and education.

About Confirmation
Confirmation is the world's leading provider of secure online audit confirmations. Today, more than 16,000 audit firms use Confirmation to send audit confirmation requests to companies, financial institutions and law firms worldwide. For more information, visit .

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Do you want to be part of a team helping re-invent the way knowledge professionals work How about a team that works every day to create a more transparent, just and inclusive future At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing. We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward. Accessibility As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information about Thomson Reuters can be found on .

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