Customer Support Manager

· Austin, Texas
Employment Type Full-Time
Minimum Experience Experienced

Why Wursta?


At Wursta, we hire motivated people and give them autonomy, training, and resources to solve problems for our clients and deliver excellent results.  We focus on generating value and are obsessed with internal and external improvement and growth.  And our results speak for themselves.  We have created a new breed of consultants and technical experts in the enterprise cloud industry that combine strong technical know-how with ingenuitive and effective process improvements. 


Job DescriptionResponsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. Supervises agents. Trains, coaches, and mentors employees. Maintains customer satisfaction by providing problem-solving resources and managing staff.


Responsibilities

  • Lead a team of customer service staff who support Google Workspace and GCP (Google Cloud Platform) for Wursta customers
  • Analyze statistics or other data to determine the level of customer service 
  • Determine customer service requirements by maintaining contact with customers; conducting surveys; benchmarking best practices; analyzing information and applications.
  • Develop procedures, policies and standards for the customer service department
  • Communicate courteously with customers by telephone, email, and face to face in video calls
  • Investigate and solve customer problems that have been passed on by customer service representatives
  • Meet with managers to discuss possible improvements to customer service
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Train staff to deliver a high standard of customer service




Minimum qualifications:

  •  High School graduate
  •  5 years+ experience required preferably in the tech industry
  •  Must be proficient in use of Google Workspace
  •  Excellent verbal, written communication and decision making skills
  •  Excellent organizational skills and outstanding attention to detail
  •  Ability to thrive in a fast paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing priorities




About Wursta


Founded in 2014 by a former Googler, Wursta is innovating and growing.  We are building a strong foundational team and establishing many of the elements of culture and ethics that will drive our growth for years to come. We are also establishing partnerships with world-class software companies, like Google.  Our clients range from small and growing organizations to the largest companies in the world. 


Wursta provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.


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  • Location
    Austin, Texas
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced