Manager, Sales Support Customer Care ID-12890
Why Join Us?
At Tobii Dynavox, we empower people with disabilities to do what they once did or never thought possible. We call this mission Power to Be You. Our assistive communication technology helps our customers express themselves, connect with the world, and pursue independence, whether through everyday activities like ordering food or extraordinary feats like running a company. Working at Tobii Dynavox, you’ll become part of a team that spans the globe, with offices in the US, Sweden, France, the UK, China, and beyond.
JOB SUMMARY:
Remote Data Entry, No Experience, $40/hr, Part-TimeVirtual Assistant, $45/hr, Remote, No Experience, Night Job
Entry-Level Remote Data Entry, $50/hr, Evening Job
Customer Support, No Degree, $40/hr, Remote, Weekend Job
Remote Phone Job, $42/hr, Part-Time, College Student Friendly
Virtual Assistant, $40/hr, Remote, No Degree, Night Job
Part-Time Data Entry, $45/hr, Remote, College Student Friendly
Remote Moderator, No Degree, $50/hr, Evening, Weekend Job
Remote Customer Support, $42/hr, Night Job, No Experience
Live Chat Support, $40/hr, Remote, Entry Level, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Data Entry, $45/hr, No Degree, Night Shift
Part-Time Customer Support, $40/hr, Remote, College Student
Remote Live Chat, $50/hr, Part-Time, Evening/Night Job
Entry Level Phone Job, $42/hr, Remote, No Degree Required
Weekend Data Entry, $45/hr, Remote, No Experience
Remote Virtual Assistant, $40/hr, Evening, Part-Time Job
Remote Moderator, $42/hr, Part-Time, Weekend, No Degree
Data Entry, $45/hr, Remote, Night Shift, College Student Job
Phone Support, Remote, $50/hr, No Experience, Part-Time
Virtual Assistant, No Experience, $42/hr, Remote, Weekend
Remote Customer Support, $45/hr, Part-Time, College Student
Data Entry, Remote, $40/hr, Night Shift, No Degree
Evening Virtual Assistant, Remote, $45/hr, No Experience
Weekend Customer Support, $42/hr, Remote, College Student
Remote Data Entry, $50/hr, No Experience, Evening/Night Job
Remote Live Chat, $40/hr, Part-Time, No Degree Required
Virtual Assistant, $42/hr, Remote, Weekend, Entry Level
Remote Phone Support, $45/hr, Evening, No Experience Required
Data Entry, No Experience, $50/hr, Remote, College Student
Remote Moderator, $40/hr, Weekend, No Degree, Part-Time
Live Chat Support, Remote, $42/hr, Night Shift, College Student
Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend
Data Entry, $45/hr, Remote, Evening, No Experience Required
Virtual Assistant, No Experience, $42/hr, Remote, Part-Time
Remote Customer Support, $50/hr, Night Shift, No Degree
Remote Data Entry, $40/hr, College Student Friendly, Part-Time
Live Chat Support, $42/hr, Weekend, Remote, No Degree
Virtual Assistant, Remote, $45/hr, Evening, No Experience
Remote Phone Job, $50/hr, College Student, Night Shift
Remote Moderator, $42/hr, Weekend, No Experience Required
Data Entry, No Degree, $45/hr, Part-Time, Remote Job
Customer Support, $50/hr, Remote, Evening/Night Job, No Degree
Virtual Assistant, $42/hr, Remote, Weekend, No Degree
Remote Live Chat, $45/hr, College Student, No Experience
Remote Data Entry, $40/hr, Part-Time, No Degree Required
Phone Support, $50/hr, Weekend, Remote, No Experience
Virtual Assistant, $42/hr, Evening, Remote, No Degree
Remote Customer Support, $45/hr, No Experience, Part-Time
Data Entry, $50/hr, Night Job, No Degree, Remote
Remote Moderator, $40/hr, College Student Friendly, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Phone Job, $45/hr, Part-Time, No Degree Required
Customer Support, $50/hr, Night Job, Remote, No Experience
Data Entry, Remote, $42/hr, Evening Job, No Degree
Live Chat Support, $45/hr, Weekend, Remote, College Student
Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift
Data Entry, $40/hr, No Experience, Remote, Weekend Job
Remote Phone Job, $45/hr, No Degree, College Student Friendly
Customer Support, $42/hr, Remote, Evening, No Experience
Virtual Assistant, $50/hr, Weekend, No Degree, Remote
Remote Data Entry, $40/hr, Part-Time, College Student Job
Phone Support, Remote, $42/hr, Evening/Night Shift
Virtual Assistant, No Degree, $45/hr, Remote, Part-Time
Live Chat Support, $50/hr, Remote, No Experience Required
Remote Moderator, $42/hr, College Student, Weekend Job
Data Entry, $45/hr, Remote, Night Job, No Degree
Virtual Assistant, $50/hr, Remote, Part-Time, Evening Job
Remote Customer Support, $42/hr, Weekend, No Experience
Phone Job, $45/hr, Remote, Night Shift, No Degree
Remote Live Chat, $50/hr, College Student, No Experience
Data Entry, $40/hr, Part-Time, Remote, Weekend Job
Virtual Assistant, $42/hr, Remote, No Experience, Evening
Remote Phone Support, $45/hr, Night Job, College Student
Remote Moderator, $50/hr, No Degree, Weekend, Part-Time
Virtual Assistant, $40/hr, Remote, Night Shift, No Experience
Customer Support, $42/hr, Remote, Part-Time, No Degree
Remote Data Entry, $45/hr, Weekend Job, College Student
Phone Support, Remote, $50/hr, No Experience, Night Shift
Virtual Assistant, $42/hr, Evening, Remote, College Student
Live Chat Support, $45/hr, Part-Time, Remote, No Degree
Data Entry, $50/hr, Remote, Evening Job, College Student
Virtual Assistant, $40/hr, Weekend, Remote, No Experience
Remote Phone Job, $42/hr, Night Shift, College Student Friendly
Remote Customer Support, $45/hr, No Degree, Evening Job
Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job
Data Entry, $40/hr, Evening Job, No Experience, Remote
Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time
Virtual Assistant, $45/hr, No Experience, Remote, Night Job
Phone Job, $50/hr, Remote, Part-Time, College Student
Remote Data Entry, $42/hr, Evening/Night Job, No Experience
Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time
Live Chat Support, $50/hr, Remote, Night Shift, No Degree
Virtual Assistant, $40/hr, Weekend, College Student, Remote
Remote Phone Job, $42/hr, Part-Time, No Experience Required
Remote Data Entry, $45/hr, No Degree, Weekend, Night Job
Virtual Assistant, $50/hr, Evening, Remote, College Student
Customer Support, $42/hr, Weekend Job, Remote, No Degree
Phone Support, $45/hr, Remote, No Experience, Evening Job
Data Entry, $50/hr, Night Shift, No Degree, Remote Job
The Sales Support Customer Care Manager is responsible for overseeing the day-to-day operations of the Sales Support and Customer Care departments including handling/adjusting the daily schedule, monitoring the queue and reporting on agent metrics, and making certain all reps are following the schedule to keep the abandon rate to a minimum and electronic support response times on target. Provides direct supervision of the first line sales support and customer care reps and mentors staff to maintain top notch personnel and ensure we are amazing customers.
KEY RESPONSIBILITIES:
- Provide guidance, answers, and motivation to reports
- Escalate concerns that are reported to the appropriate departments
- Collaborate with PM, R&D, and QA teams to address and resolve difficult cases
- Gather data on the type and nature of technical and customer service call issues, summarize feedback, and make recommendations to address issues going forward
- Assist with the training and coaching of new hires.
- Review survey comments, follow-up with customers as needed, and distribute anything that is relevant to other departments. Share positive comments with staff and address anything that’s negative.
- Perform Sales Support and Customer Care Rep tasks such as handling incoming calls, emails, teams, and chat requests. Handle customer complaint calls and train team to avoid escalations when possible.
- Identify potential problems or areas of improvement by regularly reviewing case and call notes and implementing corrective action plans.
- Handle yearly reviews for direct reports and assist with call screens/interviews when recruiting new staff.
- Develop or assist in the creation of departmental metrics, policies, and procedures.
- Collaborate with senior support staff and other department managers to drive process improvements and help the department scale better.
- Perform various other tasks as assigned.
MINIMUM QUALIFICATIONS:
EDUCATION / EXPERIENCE REQUIREMENTS:
- Bachelor Degree with an emphasis on IT or Computer Science preferred or equivalent job/technical expertise.
- Thorough knowledge of Tobii Dynavox products and processes
- 4 – 6 years experience in a Technical Support or Customer Care role
CERTIFICATIONS/LICENSURE REQUIREMENTS:
- None
COMMUNICATION SKILLS:
- Able to communicate at all levels with the organization
- Ability to communicate technical matters in user friendly terms to non-technical individuals
- Solid interpersonal, collaboration and teaming skills
- Good listener
COMPUTER OR TECHNICAL SKILLS:
- Windows Operating systems
OTHER SKILLS REQUIREMENTS:
- Ability to maintain composure during stressful situations
- Demonstrated ability to discern issues and concerns of internal and external customers
- Able to multi-task
- Ability to handle and operate instruments such as a screwdriver and Allen wrench while working on wheelchair mounts and key guard devices, etc.
WORK ENVIRONMENT REQUIREMENTS:
- Able to sit at a desk for a prolonged period of time
Our Values:
At Tobii Dynavox, our mission guides what we do, and our values guide us in how we do it. Across the organization, we are committed to being Collaborative, Considerate, Curious and Courageous. We build a trusting environment where every team member prioritizes our customers with empathy and insight. Bold ideas and learning lead to impactful solutions. Driven by curiosity, we continuously challenge the status quo to create meaningful, customer-focused solutions for our customers.
What We Offer:
At Tobii Dynavox, we believe in empowering individuals – including our employees - to reach their full potential. Here’s what makes us unique:
- Purpose-Driven Work: Join a company that transforms lives by giving a voice to those with communication challenges. Every day, your work makes a meaningful and concrete impact.
- “Yes, and...” Flexibility: Build a rewarding career AND enjoy time with loved ones. We offer flexible work options so you don’t have to choose between personal and professional goals.
- Growth and Development: Whether you’re advancing your skills or growing your career, we invest in your future with training, learning opportunities, and internal growth paths.
- Inclusive and Supportive Culture: Work in a collaborative, caring environment where diversity and individuality are valued. You’ll feel connected to both your team and our global community.
- A Global Leader with Heart: Be part of an innovative, forward-thinking company that combines experience and cutting-edge solutions with a mission to change lives.
