Customer Support Manager - Loveland, CO

Constant Contact, Inc. helps small businesses, associations, and nonprofits connect with their customers, clients, and members. Launched in 1998, Constant Contact® champions the needs of small organizations and provides them with an easy and affordable way to build successful, lasting customer relationships. Constant Contact's leading email marketing and survey products—supported by our expert personal coaching and service—help all types of small businesses and organizations create professional-looking email newsletters and insightful online surveys, and begin a dialogue with their customers. Today, more than 300,000 customers worldwide trust Constant Contact to help them connect with their audience.

Headquartered in Waltham, Mass., with an additional office in Loveland, Colo., Constant Contact was named Massachusetts Technology Leadership Council "Company of the Year" in 2008 and is ranked as the 14th fastest growing company on the Deloitte Technology Fast 50 for New England list.

Our Customer Support Team strives for success and is committed to delighting our customers. Our top notch team was honored by the prestigious Stevie Awards which honors positive contributions of organizations and business people worldwide. Our Team was recognized as the Best Customer Support Operation in 2008.

We are currently seeking an experienced Customer Support Manager to take a hands-on role leading our team of dedicated Customer Support Representatives in a high volume contact center environment. Candidates must have a minimum of 2-5 years of supervisory experience in a call center environment. In this working manager position, reporting to the Director, Customer Support you will be responsible for supervising a portion of the call center, monitoring for customer service and quality assurance, hiring, training, coaching, and managing employees for outstanding customer service.

The ideal candidate will be a great team leader who possesses excellent motivational, coaching, and training skills.

Responsibilities will include:

  • Supervise the day-to-day operations of support team, including staff scheduling, escalation processes, and performance measurements. 
  • Supervise the internal team of Customer Service Representatives, including performance and salary reviews, hiring, shift scheduling, coaching, training, and career development.
  • Respond to customer inquiries by taking regular shifts and by being an escalation point.
  • Be a passionate advocate for all customer issues and work with Product Management and Engineering on product features and enhancements.

Skills & Experience (Required):

  • Minimum of 5 years business experience, with a preference for career progression in a contact center (CSR to Supervisor).
  • 2+ years of contact center supervisory/managerial experience with a preference for small business and/or consumer experience.
  • High volume contact center experience supervising an employee base working in a fast paced environment.
  • Ability to interface effectively with Sales, Marketing and Engineering departments.
  • Strong people management skills including coaching, developing others, promoting teamwork, resolving conflict and conducting performance evaluations.
  • Proficiency with contact center technologies.
  • Proficiency in the use of Microsoft office products.
  • Bachelor's Degree.

Skills & Experience (Desired):

Additional experience with any of the following is a plus:

  • HTML coding and HTML design tool experience.
  • Support of an on-line application
  • RightNow Technologies.
  • Web based email-marketing tools.
  • Bi-lingual, a plus.

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Constant Contact offers a competitive compensation package that includes base salary and stock options. Our benefit package is comprehensive and includes Medical Insurance; Dental Insurance; Vision Insurance; 401(K); 529 College Savings Plan; Flexible Spending Accounts; Paid Vacation/Holidays; Short Term Disability; Long Term Disability; Tuition Reimbursement; Adoption Assistance; and, an exciting Stock Option Plan!

If you desire to make a difference, are committed to bringing the highest quality of service to our customers and are looking for a "once in a lifetime" opportunity, send us your resume and salary requirements for consideration.

We are not accepting employment agency referrals for this position.