Support Manager - Work from home

*Job Title Support Manager - Work from Home *Company Jones Financial *Location Philadelphia, Pennsylvania, US... *Job Type Part-time *Seniority Mid-to-Senior Level *Years of Experience 8+ years *Deadline to Apply 2024-10-02 *About Us Jones Financial is a leading financial services firm dedicated to providing top-notch solutions that empower our clients to meet their financial goals. We pride ourselves on our commitment to exceptional service, and we are currently seeking a passionate and resourceful Support Manager to join our remote team. *Job Summary As the Support Manager, you will play a pivotal role in ensuring that our clients receive exceptional support and guidance in their financial journeys. You will lead a remote support team, guiding them to resolve client inquiries efficiently and effectively. Your passion for customer service and your ability to think critically will contribute significantly to enhancing our client experience. This part-time position allows for a flexible work environment while maintaining a high standard of professionalism and communication. *Key Responsibilities 1. Team Leadership - Oversee a team of support representatives, providing coaching, mentorship, and performance management. - Foster a collaborative environment through regular team meetings, training sessions, and one-on-one check-ins. 2. Client Support - Manage escalated client inquiries, ensuring prompt resolution and satisfaction. - Develop and implement support processes that improve efficiency and enhance the client experience. 3. Process Improvement - Collect feedback from team members and clients to identify areas of improvement within support practices. - Collaborate with other departments to enhance service delivery and share knowledge across teams. 4. Reporting and Analysis - Analyze support metrics to monitor team performance and identify trends that can lead to better service delivery. - Prepare and present reports on support effectiveness, client satisfaction, and other relevant metrics to senior management. 5. Training and Development - Design and deliver training materials for new hires and ongoing training for existing team members. - Encourage a culture of continuous learning and development to enhance team performance. 6. Cross-Functional Collaboration - Work alongside sales, operations, and compliance teams to align client support strategies with company goals. - Facilitate open dialogue and transparency across teams to enhance the client service process. 7. Resource Management - Ensure the team has necessary resources and tools to function effectively in a remote setting. - Utilize technology to facilitate communication and maintain team cohesion. *Requirements - Education & Experience - Bachelor s degree in Business Administration, Finance, or a related field. - Minimum of 8 years of experience in client support, with at least 3 years in a leadership role. - Technical Skills - Familiarity with CRM software and support ticketing systems. - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and communication tools (Zoom, Slack). - Personality Traits - Resourceful Able to find solutions and navigate challenges effectively. - Passionate Demonstrates a strong commitment to client success and team development. - Soft Skills - Adaptability Comfortable with change and new challenges; able to adjust strategies as needed. - Teamwork Strong collaboration skills; able to work efficiently with diverse teams. *Benefits - Profit sharing based on company performance. - Paid Time Off (PTO). - Disability insurance for peace of mind. *Working Environment At Jones Financial, we foster an environment of transparency and open dialogue, ensuring effective communication at all levels. We believe that a supportive working atmosphere is key to employee satisfaction and client success. *Equal Opportunity Statement Jones Financial is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds to apply, as we strive to build a workforce that reflects the communities we serve. --- If you are a resourceful individual with a passion for client service and team leadership, we encourage you to apply by the deadline of October 2, 2024. Join us at Jones Financial and help us make a significant impact in our clients' financial journeys! How to apply Apply on GrabJobs and you will be notified if shortlisted for the job. Original job Support Manager - Work from home posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs Apply Job!