Supervisor, Customer Support (Hybrid)

Denver, Colorado

At Name.com, Colorado’s premier Domain Name, Email, Hosting, and Web Services Provider, we value collaboration, respect, accountability, transparency, and humor. We’re seeking an experienced customer support professional who thrives in a dynamic, fast-paced environment while exhibiting grace under pressure. This leadership position requires collaboration with management, customer support representatives, and other departments to meet product and customer priority goals. The position requires excellent communication skills, high technical proficiency, creativity, and analytical thinking. Reporting to the Manager of Customer Support, the Supervisor will directly manage Tier 1 Customer Support Representatives (CSRs) and be responsible for monitoring the daily operations driving the performance and quality of the team.

Founded in 2003 and now part of Donuts Inc, Name.com is made up of roughly 40 people. Back in the “Before Time,” most of us (aside from our contingent of Dublin Customer Support Team Members) were housed in our downtown office near the Denver Convention Center, where our customer support team was entirely co-located. We are ever hopeful that things will become safer and we will be able to return to our beloved office. In the meantime, we’re making the most of working remotely and utilizing the online tools we have at our disposal. You will be working with a team of supportive, committed individuals who are excellent at what they do. And, of course, we’re all fun to work with and be around (if we do say so ourselves). Cross-functionally, you’ll have opportunities to work closely with other teams, including Product, Operations, Engineering, and Marketing.

What you’ll do in this role:

• Develop and manage the team's schedule to optimize coverage. 

• Evolve procedures and daily activities to successfully meet departmental and company goals.

• Resolve customer escalations through email, phone, and chat.

• Research and resolve complex situations and make decisions (even when answers fall into gray areas).

• Coordinate and perform training for new and existing teammates. 

• Evolve training and suggest new methods for efficiency. 

• Perform quality assurance for the team, providing regular feedback, including coaching and encouragement to advance individual team members and company goals further. 

• Liaise between customer support representatives and team leadership to assist in career development. 

• Facilitate team activities that foster trust, relationship building, and cohesion. 

• Regularly generate and analyze reporting to optimize efficiency and identify trends. 

• “Scrub” the queue daily to identify trends and triage requests.

• Act as liaison between 3rd Party vendors and Registry contacts, and collaborate cross-departmentally for various projects and escalations. 

• Anticipate the logistical needs of the team to offer proactive solutions before issues arise. 

• Prioritize tasks, excel at time management, and be detail-oriented with outstanding follow-through.

• Continually improve and evolve departmental procedures and daily activities by utilizing technology and tracking systems/tools. 

• Provide relevant industry information and education to the team to promote an ongoing excellent customer experience.

What you will bring to the table:

• A minimum of 2 years providing technical support and/or customer service within a high volume, customer-facing role (retail, phone, email, or chat)

• A minimum of 1 year providing technical supervisory support

• Willingness and enthusiasm to learn new technologies.

• Strong drive to challenge the status quo, innovate/improve the customer experience and evolve company products and processes.

• Prior experience providing coaching and career development to direct reports

• Ability to hold employees accountable to key performance metrics. 

• Excellent communications skills and a positive attitude 

• Domain experience is a plus!

Preferred technical proficiencies:

• Troubleshooting skills with email programs and various browsers

• DNS troubleshooting

• General understanding of security technologies 

• Website development and coding (e.g., HTML/PHP/ASP) (would be helpful to have) 

• Domain Name, Web Hosting, the ISP industry knowledge (a huge plus)

Education Requirements:

• BA/BS Degree preferred, but not required

Name.com offers a competitive compensation package (the annual salary range for this position is $60,000-$66,000) and a fun, friendly, and collaborative culture that values employee engagement and ongoing career development. Name.com is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability, or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination. In addition, applicants must be currently authorized to work in the United States on a full-time basis.

For more information, please visit https://www.name.com/careers