*In office position working Monday-Friday 8:00am-5:00pm EST*

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Customer Support Manager to join our growing team. As a Customer Support Manager, you will be responsible for providing excellent service, coaching, training, mentoring, motivating, and managing of the support team. You will manage escalations, identifying root causes, and implement improved processes to avoid repeat issues. In addition, you will establish, communicate, and utilize key performance indicators to drive improved customer satisfaction and an excellent support experience.

Responsibilities will include, but are not limited to:

• Monitoring attendance, shifts, breaks, training, and quality checks to ensure superior staff quality.
• Dynamically balance the available support staff to address phone and email queues for quick responses to customer issues.
• Ensure team adherence to company policies and procedures and carry our performance reviews.
• Create and deliver standardized reporting of performance and quality metrics for both internal and external consumption.
• Act as first line of contact to development and IT during emergencies to ensure efficient resolution for our clients.
• Assist with planning and project management of changes to the support center operation and environment.