Supervisor, Customer Care

Redefine the future of customer experiences. One conversation at a time.

We’re changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you’re ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you’re in the right place. 

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

 

The role of the Customer Care Supervisor is to lead, coach, develop, and support team members of the Customer Care Team. The supervisor leads a nimble, energetic team of Nextiva enthusiasts who are responsible for various customer care activities, including but not limited to taking initiative in customer satisfaction, pre-legal engagement, fraud prevention/identification, service removal/cancellation, service contract negotiation, efficient reporting/ flow of information, and managing staff in day-to-day performance.

This role has primary responsibility for ensuring that daily call metrics are met, along with department SLA, quality targets, and QA being maintained. The Customer Care Supervisor will be responsible for day-to-day supervision of team members, directing and assessing their teams, and maximizing team and operational performance while providing support and guidance for team members.

The Customer Care Supervisor will lead, coach, develop, and support team members of the Customer Care Team. They will also be responsible for ensuring that department SLA, quality targets, and QA are maintained, as well as supervising team members' day-to-day activities, directing and assessing their teams.

This newly created position will assist with building and supervising the new Customer Care team at our Nextiva Mexico office! Excellent opportunity for growth and development within Nextiva!

Key Responsibilities: 

• As a working supervisor, this person will handle escalated concerns by providing customers with potential solutions or options to challenging obstacles 
• Participates in the interview and selection process of new Customer Support Specialists
• Handle call escalations and any supervisor requests as needed 
• Must be capable of taking over responsibilities of unavailable Customer Care Supervisors and Lead peers
• Use sound judgment to make decisions that are fair to both the customer and Nextiva
• Participates in Nextiva management efforts to maintain high morale, low attrition, and excellent teamwork
• Measures performance by using standard agreed metrics to ensure trends are quickly understood and to maximize efficiency of their teams
• Must be well versed in all Customer Care processes and procedures to ensure customer is getting a consistent experience
• Manage Team Member schedule adherence – coaching and counseling team members who are not compliant
• Provide ongoing feedback, coaching, and guidance to Customer Care  Agents
• Track, Coach and Counsel team members on work efficiency, managing the Performance Improvement Plan Policy
• Work with People Development Team to build 30,60,90-day plans for new associates and measure the performance of those associates
• Key member of the Customer Care leadership team that models positive interaction with other groups at Nextiva and serves as a key resource for escalation of delivery satisfaction issues for the Customer Support Department
• Participate in the Quality Assurance - Calibration process. Provide coaching and training
• Ensure escalated issues/disputes are addressed and the appropriate actions are initiated within the same business day that the issue is presented. If the issue requires a Client intervention, ensure that the appropriate person is contacted within the same business day as well
• Coach, train, and hold the Customer Care Team accountable to the policies and procedures and communicate any changes to a policy or procedure to the team
• Ensure that the Customer Care team provides timely follow-up when a return call is necessary
• Share feedback to further improve daily processes impacting workflow and/or customer experience and client satisfaction
• Document daily statistics for team members and provide feedback that will allow them to meet department metrics and excel in the department 

Qualifications: 

• English language fluency required
• 2 years of experience in telecommunications
• 2 years of operations leadership experience preferred
• Bachelor’s Degree Preferred
• Experience with Microsoft Office products, including Word and Excel
• Strong verbal, written, and negotiation skills are required to deal with patient’s financial issues
• Ability to cross-sell and/or upsell when appropriate
• Strong problem-solving, negotiation, and customer retention skills
• Proven experience in delivering and communicating on time
• Ability to establish and maintain strong cross-departmental relationships
• Excellent written and verbal communication skills
• Proficient in MS Office/ Office 365 (Word, Excel, PowerPoint), Google, Microsoft Teams
• Ability to thrive in a fast-paced, constantly evolving environment
• 100% on-site
• This position demands the capacity to work flexible hours, and there may be instances where additional work hours, as well as weekend and holiday shifts, may be required
• The candidate must have reliable transportation and be able to work Nextiva’s Arizona time (MST)

Competencies: 

• Will be expected to creatively think to ensure the department is evolving and developing positively 
• Must be capable of high-level problem solving, and very solution oriented
• Must have excellent interpersonal and communication skills with a high degree of professionalism

Your Success Depends on Your Commitment: 

• We invest in our employee’s development and care deeply about your ability to grow professionally. Nextiva is a place to build a career, not just have a job
• Personal and Professional Development is at Your Fingertips. You’ll have many resources to continually improve the focus areas associated with your role, and also to prepare for your future career growth. Nextiva has invested in world class training programs to grow your skills and knowledge, preparing you for future roles along your career path

We offer a competitive salary, and you will be eligible to sign up for our benefits package on your first day of employment! 

Nextiva DNA (Core Competencies)

Nextiva’s most successful team members share common traits and behaviors:

• Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.
• Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.
• Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary, hourly wages, incentives, or bonuses.

• Health 🍏- Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
• Insurance 💼- Life Insurance (24 times your monthly salary)
• Work-Life Balance ⚖️ - Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
• Financial Security 💰- Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
• Wellness 🤸‍- Employee Assistance Program and comprehensive wellness initiatives
• Growth 🌱- Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B. To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

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