Location: Position requires a full-time presence in Durham, NC

 

Base Salary Range: $100 – 110k

 

Please note: We are only able to consider candidates who are U.S. citizens or lawful permanent residents (green card holders) and who do not require current or future visa sponsorship of any sort. 

Job Summary: IONNA is looking for an experienced Contact Center Manager to lead and optimize customer support for our nationwide EV charging network. This role focuses on delivering & managing a team that creates exceptional customer experience while overseeing risk, service quality, and partner relationships. Key responsibilities include overseeing daily operations, workforce management, KPI compliance, quality assurance, reporting, and developing processes to handle growth in customer interactions. The ideal candidate has experience in multi-channel support (voice, chat, email), is detail-oriented, and can balance hands-on management with strategic implementation. The mission is to resolve customer issues quickly, maintain brand trust, and ensure customer satisfaction.

 

Key Responsibilities:

• Lead, coach, hire, train, and support our 24/7 CSR and call center teams.
• Willing to work flexible hours at short notice, "on call" to support your 24/7 team and any customer escalations as needed.   
• Meet all KPIs require to ensure best-in-class service for our customers. 
• Onboard, manage, train, and be fully responsible for IONNA's 3rd-party call center.   
• Assist in training the call center and CSR agents to execute the correct process and support our customers quickly while achieving high Net Promoter Score (NPS) metrics. 
• Ensure timely responses to any customer inquiries, calls, or social media posts. 
• Work directly with customers where needed to resolve customer service conflicts. 
• Develop collateral for enabling the proper education of the call center (ex, step-by-step instructions or easy-to-search manuals).   
• Handle and mitigate any scheduling conflicts within the call center that may impact KPIs or customer experience.  
• Develop and implement a Q&A process (script) for the call center to ensure we have a fully trained, supported, and engaged team guiding our customers.   
• Report on all call center KPI trends and performance on a determined frequency.   
• Spearheading the development of processes that best support customers while increasing the internal support team's productivity in customer service interactions.

Key Performance Indicators (KPIs):

• Teams Time to Answer (Phone/Email/X)
• Customer Satisfaction Score (CSAT)
• T1 Resolution % Percentage

Required Qualifications:

• Bachelor’s degree required (Business administration, Finance, or a related field).
• A minimum of 10 years of customer service experience; 5 or more of which involved  leading managers and support teams.
• Strong interpersonal skills, relationship management, and cross-functional leadership; able to balance hands-on execution with high level customer service positive outcomes.
• Exceptional organizational skills, follow-through, accountable, must-win attitude; proven team building and people-leadership in a diverse environment is required.
• A critical and analytical thinker with a passion for problem preventing & problem-solving customer inquiries.

• A strong communicator capable of interacting professionally with vendors, partners and customers in high pressure, time sensitive, environments. 

• Experience managing social media responses/support. 

Preferred Qualifications:

• Background using platforms like Salesforce, Monday.com, etc.

 

IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs, comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications, and specific work location.    

We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.