• Customer Support Manager

    Job Locations US-CO-Greenwood Village
    Job ID
    Customer Service
  • Company Overview

    Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years


    The Customer Support Manager is dedicated to supporting and improving the Humanscale customer experience through the Customer Service Call Center and exception handling teams.  This position will be responsible to evaluate escalated issues that come into Customer Service, Daily Operations and the SPM teams to improve the Humanscale sales and customer experience.  The Customer Support Manager will partner with their peers to ensure that process updates and/or communications are prepared when breakdowns in process or knowledge are uncovered. 


    This position will manage the vended Customer Service Support Center, Daily Operations, Reporting and Process Improvement.   



    • Manage the Customer Service Call Center
      • Establish clear performance criteria for the Call Center and internal customer service specialists
      • Establish and monitor weekly calibration calls with the Call Center to review:
        • Incoming calls
        • Chats
        • Emails
      • Provide monthly trending  reports on customer service activity
    • Provide reporting for support activities and bonuses
      • Monthly bonus reporting
      • Daily Ops trend reporting
      • Order volume reports
      • Ad hoc reporting as requested
    • Be a catalyst for continuous improvement
      • Prevent future issues from arising by assessing trending issues and modify process to address at the root cause
      • Proactively suggest solutions based on past resolutions and experience
    • Establish Subject Matter Expert program
      • Develop exert level knowledge base for HS products
      • Develop process to address SME requests that come into customer service and sales support



    Key Competencies:


    • Excellent verbal and written communication skills
    • Quick learner and problem solver; able to seek out solutions autonomously
    • Able to decipher ambiguous situations and identify the proper path
    • Strong organizational and prioritization skills
    • Advanced knowledge of Microsoft Excel, Word, Power Point and Visio
    • Proven ability to partner with others to accomplish goals
    • Professional leader with ability to manage a team of highly skilled individual contributors



    Bachelor’s degree or equivalent experience

    Sales and/or Customer Service experience

     1-3 years’ experience managing direct reports




    Microsoft Office, including Excel/Word/Outlook/Visio (intermediate or advanced skills only); PowerPoint (Basic skills), Oracle knowledge



    Humanscale is an Equal Opportunity Employer (M/F/Disabled/Veteran)


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed