Customer Support Manager

Job Description

As a Customer Support Manager, you will play a pivotal role in overseeing our customer service team, ensuring that our clients receive high-quality assistance. You will manage daily operations, enhance customer satisfaction, and implement support strategies that align with our company's goals. We're looking for a leader who can inspire and train team members to excel in their roles, fostering a positive and proactive service culture.

Responsibilities

• Manage and lead a team of customer support representatives.
• Develop training programs to enhance staff skills and improve service quality.
• Monitor team performance and provide coaching to ensure service excellence.
• Actively seek feedback from customers to drive continuous improvement.
• Analyze customer support metrics to identify trends and areas for growth.
• Ensure alignment of support strategies with overall company objectives.
• Build strong relationships with customers and stakeholders.
• Conduct regular team meetings to discuss challenges and share best practices.

Requirements

Education

• Bachelor's degree in Business Administration or related field

Experience

• 3+ years of experience in customer support management or related field

Technical Skills

• Customer Relationship Management (CRM) Software
• Data Analysis

Soft Skills

• Leadership
• Communication
• Problem-solving

Certifications

• Customer Service Certification
• Project Management Certification (PMP) is advantageous

Languages

• English: Fluent

Advantageous

• Experience with customer feedback tools: Familiarity with tools for gathering and analyzing customer feedback.
• Knowledge of customer service best practices: Understanding of industry standards and best practices in customer service.

Benefits

• Competitive salary package
• Health and wellness benefits
• Flexible working environment
• Professional development opportunities

Company Culture

• Teamwork: Emphasizing collaboration and open communication across all levels.
• Innovation: Encouraging innovative thinking and new ideas from all employees.
• Customer Centricity: Placing customers at the heart of everything we do.