Who we are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

What you’ll do & how you’ll make your mark. 

Works closely with the Human Resources Department in recruiting, orienting, training, assigning, coaching, and disciplining Product Support AssociatesCommunicates the vision, mission, core values, and goals to Customer Care DepartmentMonitors and reviews each Customer Care Department’s performanceEnsures the plans are being implemented and actioned to meet the minimum required Best In World (BIW) customer serviceIdentifies customer service trends, determines system improvements, and escalates these to respective departments to enhance the overall system for the improvement of overall customer experienceEnsures improvement in Customer Care Department’s quality by monitoring and evaluating customer care strategies, analyzing results, and implementing necessary changesEstablishes and improves Customer Care Department’s policies and procedures for the departmentPrepares and facilitates the process of continuous improvement by welcoming feedback from the respective team membersCreates and sustains a positive team environment that displays high levels of team spirit and motivationEnsures Product Support Associates have managed all customer complaints or feedback in a satisfactory manner, resolving all issues within a reasonable timeHandles major customer incidents, such as, security issues, issuing of refunds, and compensation to customersMakes oneself available to answer escalated, managerial, and supervisory calls to prevent further aggravation and escalation to executive levelProvides reinforcement to Product Support Associate by actively answering calls and emails whenever neededConducts regular daily huddle, weekly, or monthly meeting with respective Product Support, Associate Manager, Team Leader, and SpecialistAttends required daily, weekly, and monthly management meetingsWorks closely with WFM Manager to ensure the schedule are set to meet the customer's demandAnalyzes statistical data to determine the level of customer service that the department is providing, creates reports and strategic recommendations for further considerationPrepares weekly, monthly, quarterly management report in relation to the Customer Care DepartmentPerforms other duties as delegated by the Head of Customer Support or by the management

Who you are & what you’ll need to succeed. 

Must have strong leadership and mentorship skillsMust have conflict resolution skillsMust have excellent planning, organization, and time management skillsMust be able to make decisions quickly and confidently based on company policies and practicesMust have excellent problem solving and negotiation skillsMust have demonstrated ability to deliver excellent customer service and ownershipMust be able to take ownership on management decisions, customer-related cases and cluster performanceMust be able to task-switch and deal with interruptions while maintaining overall focus and accuracy on a background taskMust have superb analytical skills with efficient ability to evaluate data and implement applicable action items and initiativesMust have outstanding communication and interpersonal skillsMust be knowledgeable in MS OfficeMust have proficient skills and other basic reporting toolsMust be able to work in a prompt and efficient manner to accomplish objectivesMust be passionate with customer advocacyMust be able to lead, coach, inspire, and motivate a team

Why you’ll love us.

Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally.We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with one free dependent upon one year of service! We also give out Punctuality Bonus, Generous Vacation policy, and much more!Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.