Product Support, Manager

Who We Are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

What you’ll do & how you’ll make your mark.

• Works closely with the Human Resources Department in recruiting, orienting, training, assigning, coaching, and disciplining Product Support Associates
• Communicates the vision, mission, core values, and goals to Customer Care Department
• Monitors and reviews each Customer Care Department’s performance
• Ensures the plans are being implemented and actioned to meet the minimum required Best In World (BIW) customer service
• Identifies customer service trends, determines system improvements, and escalates these to respective departments to enhance the overall system for the improvement of overall customer experience
• Ensures improvement in Customer Care Department’s quality by monitoring and evaluating customer care strategies, analyzing results, and implementing necessary changes
• Establishes and improves Customer Care Department’s policies and procedures for the department
• Prepares and facilitates the process of continuous improvement by welcoming feedback from the respective team members
• Creates and sustains a positive team environment that displays high levels of team spirit and motivation
• Ensures Product Support Associates have managed all customer complaints or feedback in a satisfactory manner, resolving all issues within a reasonable time
• Handles major customer incidents, such as, security issues, issuing of refunds, and compensation to customers
• Makes oneself available to answer escalated, managerial, and supervisory calls to prevent further aggravation and escalation to executive level
• Provides reinforcement to Product Support Associate by actively answering calls and emails whenever needed
• Conducts regular daily huddle, weekly, or monthly meeting with respective Product Support, Associate Manager, Team Leader, and Specialist
• Attends required daily, weekly, and monthly management meetings
• Works closely with WFM Manager to ensure the schedule are set to meet the customer's demand
• Analyzes statistical data to determine the level of customer service that the department is providing, creates reports and strategic recommendations for further consideration
• Prepares weekly, monthly, quarterly management report in relation to the Customer Care Department
• Performs other duties as delegated by the Head of Customer Support or by the management
  
  
  

Who you are & what you’ll need to succeed.

• Must have strong leadership and mentorship skills
• Must have conflict resolution skills
• Must have excellent planning, organization, and time management skills
• Must be able to make decisions quickly and confidently based on company policies and practices
• Must have excellent problem solving and negotiation skills
• Must have demonstrated ability to deliver excellent customer service and ownership
• Must be able to take ownership on management decisions, customer-related cases and cluster performance
• Must be able to task-switch and deal with interruptions while maintaining overall focus and accuracy on a background task
• Must have superb analytical skills with efficient ability to evaluate data and implement applicable action items and initiatives
• Must have outstanding communication and interpersonal skills
• Must be knowledgeable in MS Office
• Must have proficient skills and other basic reporting tools
• Must be able to work in a prompt and efficient manner to accomplish objectives
• Must be passionate with customer advocacy
• Must be able to lead, coach, inspire, and motivate a team
  
  
  

Why you’ll love us.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with one free dependent upon one year of service! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!
  
  
  

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.