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Member Support Manager (14007077)

Vienna, VA
Cordia Resources is currently recruiting for proactive and driven Member Support Manager for a hyper growth software firm in Tysons Corner, VA.

This role will be responsible for directly managing a team of 10-15 Member Support Representatives, focusing on performance and efficiency in our customer support efforts. If you have a strong management background and a passion for delivering great customer experiences, this would be an excellent opportunity for you! This direct-hire opportunity will be in-office, following strict COVID-19 protocols.
 
Member Support Manager Responsibilities:
  • Deliver regular feedback and manage performance reviews for 10-15 Member Support Representatives
  • Develop and grow high-performing representatives
  • Identify top performers for promotion
  • Manage expectations with underperforming representatives
  • Determine mitigation strategy for underperforming trainees
  • Manage the Team Lead, working closely with them to execute needs across day-to-day technical coverage
  • Handle escalations and dive into urgent support issues where needed
 
Member Support Manager Qualifications:
  • 3+ years managing a team of operational or customer support staff
  • Previous experience in a customer support role 
  • Demonstrated ability to monitor and evaluate quality and performance management
  • Excellent written and verbal communication skills
  • Ability and willingness to work during non-traditional shift hours
 
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