Online Client Support Manager

Job Description:

Barnes & Noble is seeking an experienced and energetic Online Client Support Manager to join our team in Toronto, Ontario. As the Online Client Support Manager, you will be responsible for managing and overseeing all aspects of online client support, ensuring the highest level of customer satisfaction and retention.

Responsibilities: - Manage a team of online client support representatives, providing leadership, guidance, and training as needed - Develop and implement strategies to improve online client support processes and procedures - Monitor and analyze customer feedback and data to identify areas for improvement - Collaborate with other departments to ensure a seamless online client support experience - Oversee the resolution of complex client issues and escalations - Develop and implement training programs to enhance the skills and knowledge of online client support representatives - Stay up-to-date on industry trends and best practices in online client support - Report on key performance metrics and provide regular updates to senior management

Requirements: - Bachelor's degree in a related field - 7+ years of experience in online client support, with at least 3 years in a supervisory or managerial role - Strong decision-making skills and the ability to innovate and think creatively - Excellent communication and interpersonal skills - Confidence in dealing with clients and team members - Proven track record of meeting and exceeding customer satisfaction goals - Ability to work independently and as part of a team - Proficiency in Microsoft Office Suite and CRM software

Personality Traits: - Confident - Energetic

Soft Skills: - Decision-making - Innovation

Benefits: - Remote work flexibility - Free food - Paid Time Off (PTO)

Working Environment: At Barnes & Noble, we recognize and reward based on performance and merit. We foster a supportive and inclusive work environment where employees are encouraged to grow and succeed.

Deadline to apply: May 13, 2024

Equal Opportunity Statement: Barnes & Noble is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.