Customer Success Team Manager - Service Chat

Charlotte, North Carolina
October 17 2020
Customer Service
Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Customer Success Team Manager is responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience. Performs day-to-day coaching and management of team members that receive customer inquiries or issues through a number of channels (for example: phone, email, text, live chat, video chat, etc.) to improve and enhance the customer experience.

As a Customer Success Team Manager, you'll be passionate about developing others through mentorship, coaching, and career pathing while also seeking opportunities for self-improvement on the road to developing yourself.

You'll be a skilled communicator and storyteller who inspires and motivates others through infectious positivity, passion, and enthusiasm, while demonstrating the highest levels of integrity of doing what's right for our customers and team members. You will empower your team members through honest, transparent, and timely feedback. Your desire to realize the Wells Fargo Vision of satisfying our customers' financial needs and helping them succeed financially will serve as your inspiration at the core of everything you do.

Creating a fun, dynamic environment where everyone is welcome and valued will be key as you foster a sense of community and belonging. As a collaborative business partner who actively listens to the needs of the team, you'll encourage constant learning to help deliver an improved customer and team member experience. Lastly, you'll be a brand ambassador who embraces the Wells Fargo Vision, Values, & Goals by demonstrating on a daily basis the connectedness of the frontline to the overarching mission of the company. Your ability to highlight the importance of the role our team members play and how it connects to the goals of our company will position you and your team for success.

This position will be part of the Messaging Channel Service Chat group who provides service for online and consumer products and services.

Primary responsibilities for this role will include but are not limited to:
  • Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
  • Monitors interactions to ensure that team members are giving accurate information and following approved practices.
  • Coaches and develops a positive and productive work environment and builds relationships with business partners.
  • Utilizes reporting for business metrics to guide team member coaching and performance management.
  • Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
  • Ensures capabilities and knowledge of team members keeps pace with customer expectations.
  • Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
  • May perform budgetary analysis, reports or special project work as requested by business partners and senior management.

The full time schedule will fall during the business hours of operation of 6:00am - 10:00pm Sunday - Saturday and will require rotating weekends. This role requires the flexibility to work additional hours to support business needs. Schedule may be eligible for a shift differential of 10% under the terms of the shift differential policy.

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

Required Qualifications

  • 2+ years of experience assessing and meeting the needs of customers and/or solving customer problems demonstrated through work or military experience
  • 1+ year of supervisory or coaching experience demonstrated through work or military experience

Desired Qualifications

  • Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
  • Experience recognizing service opportunities and providing exceptional customer satisfaction
  • Ability to lead during times of ambiguity and change
  • Ability to develop partnerships and collaborate with other business and functional areas
  • Ability to leverage diversity and develop next level of team
  • Ability to recruit, retain, and grow high potential talent/teams
  • Highly refined and professional verbal and written communications

Street Address

NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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