• Ensure that direct reports protect the reputation of Constant Contact by adhering to all compliance regulations• Creation and review of staffing lines across geographically different locations for all hours of operations• Leading multiple trainings across departments by creating content, training of senior staff, coordination and scheduling of training.• Manage a team that includes account review representative, senior representatives, maintaining an ongoing high level of performance and quality monitoring for reviews• Creating an atmosphere of fun and positivity via mentoring and development, while coaching to optimize productivity.• Identify, review and hire effective new staff members and being a good ambassador during departmental orientation.• Provide escalation services to customers seeking additional guidance from management.• Manage quarterly business objectives that will resolve issues that will improve the operation of the business.

Key Responsibilities:•Manage technical support representatives and team lead performance. •Ensure that high standards for productivity metrics and quality are consistently met.•Interview, hire and on board reps and team leads.•Mentor, coach and develop reps and team leads.•Act as an escalation point for customer concerns and issues. •Proactively identify and implement solutions and initiatives to maximize team effectiveness.•Act as project manager for several ongoing projects at any given time; determine goals, organize resources, execute on deliverables and meet timelines.•Demonstrated problem solving and decision-making skills in a time-critical environment.•Collaborate with other departments and training resources to ensure that all reps have adequate product knowledge, procedural knowledge and soft skills.•Strong understanding of Salesforce and CRM solutions.•Knowledge of remote access products, VPNs, Routers, Firewalls, Proxies, and Networking configurations.•Solid knowledge of mobile platforms, all OS platforms, MS Office, and networking essentials.•Knowledge of general software development processes to be able to communicate effectively with customers, partners and internally (e.g. with engineering).•Excellent communication and organizational skills.•Ability to multi-task in fast-paced high call-volume environment.•Function in a responsible, professional manner using good judgment in decision making.•Proven ability to prioritize and multi-task in fast paced, dynamic environment.•Demonstrated ability to build and maintain positive relationships and team objectives.•Ability to build, motivate and develop a team to achieve maximum results.

• Monitor and optimize overall team’s performance. Ensure that team is meeting established call center performance metrics.• Supervise and direct the daily activities of call center reps, including schedule adherence.• Assign tasks, give instructions and follow up with team members.• Coach, mentor, monitor, evaluate and discipline individual reps to improve effectiveness.• Act as subject matter expert and answer rep questions. • Act as an escalation point for customer concerns and issues. • Answer escalated customer calls and incoming calls as needed.• Ensure that team members have appropriate support and training.• Communicate changes in process and products to team members.• Communicate solutions, successes, and opportunities to the Manager of Tech Support.• Provide direct input into performance evaluations delivered by Support Managers.

• Effectively interact with customers of all technical skill levels to define, research, and resolve customer issues quickly and accurately.• Communicate and resolve technical issues via phone, email and chat.• Provide a superior level of service in all customer interactions.• Accurately assess and escalate issues to product specialists, sales and management as needed.• Communicate effectively with customers, team members, user services reps and managers.• Provide timely updates to customers, colleagues, and management on the status of outstanding issues.• Maintain detailed issue and activity information in Sales Force.com.• Convey customer feedback to appropriate internal channels.• Determine customer requirements and expectations in order to recommend specific products and solutions and/or to escalate the call appropriately.• Participate in managing 24x7 VIP customer support.