Customer Care Supervisor

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management. 

Our Culture  

With 500+ employees spread around 3 continents and a Glassdoor rating of 4.5 (Oh yes, check it out here!), we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include team lunches, delivered-to-your-home monthly snack boxes, corporate philanthropy and matching gifts, monthly tech allowance, medical/dental/vision, 401K with matching, access to JustAnswer's 12,000+ verified Experts, and more.  Best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

The JustAnswer Promise

We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.

• Data driven: Data decides, not egos
• Courageous: We take risks and challenge the status quo
• Innovative: We 're constantly learning, creating, and adapting
• Lean: We embrace lean testing and the learning we gain
• Humble: Past success is not a guarantee of future success

If these things matter to you, come join the team here at JustAnswer!

About The Role

JustAnswer Customer Care is looking for a Customer Care Supervisor to supporting our growing team. Our ideal candidate has strong communication and leadership skills and is committed to exceptional customer service and support. 

Duties and Responsibilities

• Provide supervision to Admin Customer Care Specialists, monitor and evaluate their performance and provide coaching and development support 
• Manage Admin scheduling and provide recommendations for staffing resources to support incident volume and service levels
• Monitor the performance of Admin service level agreements and present data to stakeholders as needed
• Ensure that Customer Care Specialists are informed about tests and changes to products and services 
• Monitor various social media sites and complaint boards for customer feedback, and respond to customer complaints
• Resolve escalated customer issues in a timely and satisfactory manner by phone, email, or chat
• Proactively identify and develop smart solutions to address operational challenges
• Assists in the development and implementation of customer service policies, procedures, goals and objectives
• Take lead in the hiring, training and onboarding of Admin-level employees
• Ensures that representatives are informed about changes to company products and services
• Support product teams with customer-driven initiatives
• Support team’s Objectives and Key Results (OKRs), as needed

Qualifications

     Skills

• 5+ years of experience in customer service supervisory role for a consumer internet or software company  
• Proficiency with MS Suite of tools, specifically Excel and Office  
• Experience with help desk ticketing software and call center phone system software (Kayako, Five9 preferred)  
• Excellent interpersonal and communication skills  
• Excellent organizational and problem-solving skills  
• Ability to communicate effectively  
• Ability to handle multiple tasks and shift priorities in a fast-paced environment to meet established deadlines  
• Ability to interface well with other members of the organization  

     Collaboration

• Ability to work both independently and collaboratively
• Promote co-creation and encourages others to participate; works smoothly across all levels and departments
• Manages time and meetings effectively, properly leveraging managers' time

     Communication

• Excellent interpersonal and service-oriented skills
• Proactively shares appropriate level of information across teams
• Actively listens to others and ensures they are understood

     Leadership

• Strong project management and organization skills
• Self-starter who is action-oriented and leads by example
• High-level of accountability and acts an owner, develops effective short and long-term plans and goals
• Provides timely, effective and meaningful feedback that motivates others to improve performance
• Builds and/or supports a high performing team; recognizes and rewards achievement