Remote Customer Support Manager

The Remote Customer Support Manager at Fannie Mae will be responsible for managing a team of remote customer support representatives to ensure exceptional customer service is provided at all times. This individual will be responsible for overseeing the day-to-day operations of the customer support team, including monitoring performance metrics, providing coaching and feedback, and developing strategies to improve customer satisfaction.

Responsibilities: - Lead and manage a team of remote customer support representatives to meet and exceed department goals and quality standards - Develop and implement customer support processes and procedures to improve efficiency and customer satisfaction - Monitor and analyze customer support metrics to identify trends and areas for improvement - Provide coaching and feedback to team members to help them grow and develop in their roles - Collaborate with other departments to address customer issues and improve overall customer experience - Stay up-to-date on industry best practices and developments in customer support technology - Handle escalated customer issues and provide timely resolution - Conduct regular performance reviews and provide ongoing training and development opportunities for team members

Requirements: - Bachelor's degree in business administration or a related field - 5+ years of experience in customer support or a related field - Strong leadership and communication skills - Ability to work effectively in a remote environment - Adaptable and passionate about providing excellent customer service - Innovative thinker with a focus on continuous improvement - Ability to think strategically and problem solve in a fast-paced environment

Benefits: - Dental insurance - Paid overtime - Paid Time Off (PTO)

Working environment: Unleash creativity in a setting that celebrates and nurtures innovation. The Remote Customer Support Manager will have the opportunity to work flexibly and remotely while still being a part of a dynamic and collaborative team.

Equal Opportunity Statement: Fannie Mae is an equal opportunity employer and values diversity in the workplace. We are committed to creating a welcoming and inclusive environment for all employees, regardless of race, gender, age, religion, sexual orientation, or disability. All qualified applicants will receive consideration for employment without regard to any protected characteristic under applicable law.

How to apply:

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