Experienced Customer Support Manager - Work from Home Opportunity with Las Vegas Sands

Join Las Vegas Sands as a Customer Support Manager and Elevate Your Career

Las Vegas Sands, a renowned leader in the hospitality and entertainment industry, is seeking a dedicated and results-driven Customer Support Manager to join our innovative team in a part-time work-from-home capacity. As a Customer Support Manager, you will play a pivotal role in leading our customer support team to deliver exceptional customer experiences, drive business growth, and foster a culture of excellence.

About Las Vegas Sands and the Customer Support Team

Las Vegas Sands is a global hospitality and entertainment company that prides itself on providing unparalleled customer experiences. Our customer support team is the backbone of our organization, ensuring that our customers receive the highest level of service and support. As a Customer Support Manager, you will be responsible for leading this team and driving their success.

Key Responsibilities

• Team Leadership and Management:
  • Oversee daily operations of the Customer Support team, including scheduling, training, and performance evaluations.
  • Foster a positive team culture that encourages open communication, collaboration, and growth.
  • Provide mentorship and coaching to team members to enhance their skills and promote career development.
• Customer Service Excellence:
  • Develop and implement customer service policies and procedures to ensure a consistent and high-quality customer experience.
  • Monitor customer support interactions, ensuring adherence to company standards while resolving complex customer issues.
  • Handle escalated inquiries and complaints, providing timely resolutions and fostering positive customer relationships.
• Performance Analytics:
  • Analyze customer support metrics and feedback to identify trends, areas for improvement, and actionable strategies for enhancing service delivery.
  • Create and present regular performance reports to senior management, highlighting successes, challenges, and opportunities for growth.
• Training and Development:
  • Lead the onboarding and continuous training programs for new and existing team members to ensure they are equipped with the necessary tools and knowledge.
  • Stay updated on industry trends and best practices to inform training materials and approaches.
• Cross-Departmental Collaboration:
  • Collaborate with other departments (such as Sales, Marketing, and IT) to align customer service initiatives and to enhance the overall customer experience.
  • Act as a liaison between the customer support team and upper management, effectively communicating team feedback and suggestions for improvements.
• Process Improvement:
  • Identify opportunities for streamlining processes and enhancing the efficiency of the customer support team.
  • Implement new technologies and tools that can aid in better customer service delivery and team productivity.

Essential Qualifications

To be considered for this role, you must have:

• A Bachelor's degree in Business Management, Hospitality, or a related field.
• A minimum of 7 years of experience in customer support, with at least 3 years in a managerial role.
• Strong leadership skills with a proven ability to motivate and develop a team.
• Demonstrated ability to handle complex customer inquiries and complaints effectively.
• Excellent presentation skills, with the ability to communicate information clearly and persuasively to various audiences.
• Strong analytical skills with the ability to use data to inform decision-making and process improvements.
• Proficient in customer support software and tools; experience with CRM systems is a plus.
• Dedicated, reliable, and able to work independently in a remote environment.

Preferred Qualifications

While not mandatory, the following qualifications will be considered a plus:

• Experience working in the hospitality and entertainment industry.
• Knowledge of industry trends and best practices in customer support.
• Certifications in customer support or a related field.

Skills and Competencies

To succeed in this role, you must possess:

• Exceptional people management skills, with the ability to build rapport and foster relationships quickly.
• Excellent problem-solving capabilities, with a proactive mindset.
• Detail-oriented with strong organizational skills.
• A willingness to embrace new challenges and explore innovative solutions to customer service issues.

Career Growth Opportunities and Learning Benefits

At Las Vegas Sands, we are committed to helping our employees grow and develop in their careers. As a Customer Support Manager, you will have access to comprehensive training and professional development opportunities to enhance your skills and knowledge. You will also have the opportunity to work with a talented team of professionals and contribute to the success of our organization.

Work Environment and Company Culture

Las Vegas Sands encourages a spirit of exploration and taking calculated risks to foster personal growth and the overall success of our business. We believe that innovation comes from trying new things, learning from our experiences, and continuously improving. As a remote worker, you will be provided with the necessary tools and equipment to succeed in your role.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package, including:

• Comprehensive training and professional development opportunities.
• Company-provided equipment to ensure you have the tools needed for success in a remote setting.
• Dental insurance coverage for you and your family.

Why Join Las Vegas Sands?

Las Vegas Sands is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees. We are a global hospitality and entertainment company with a reputation for excellence and a passion for delivering exceptional customer experiences. By joining our team, you will have the opportunity to work with a talented group of professionals and contribute to the success of our organization.

How to Apply

If you are a motivated and results-driven individual ready to take your career to the next level, we encourage you to apply now! Please submit your application by October 10, 2024. To apply, please visit GrabJobs and follow the application instructions.

We look forward to reviewing your application and discussing this opportunity further.