Customer Support Manager

Are you a proactive and ambitious leader with a keen eye for detail and a passion for delivering exceptional customer experiences? We are seeking an experienced Customer Support Manager to join our dynamic team. This is an exciting opportunity for a highly accountable, sales-minded professional who excels in performance-focused environments and has a proven track record of leading high-performing teams.

Description of iCanStudy:

iCanStudy is a leader in the field of cognitive training with a focus on higher-order learning and deep processing skills. We offer the world's first successful program that has proven to significantly enhance the efficiency of our learners. Our end-to-end methodology is rooted in both deep evaluations of modern evidence and high-frequency evaluation in real-world applications. With a global reach, we serve over 10,000 learners ranging in age from 13 to 80+ across 120 countries.

Job Description:

As a Customer Support Manager at iCanStudy, you will be at the forefront of our customer service operations, ensuring that our team delivers exceptional support and drives customer satisfaction. You will manage and mentor a team of support agents, set clear performance goals, and ensure that all customer interactions meet our high standards of service.

Key Responsibilities:

- Lead and Inspire: Lead, mentor, and develop a team of customer support agents, fostering a high-performance culture focused on excellence and accountability. Also, you will be involved in the hiring of future customer support agents.
- Customer-Centric Approach: Oversee customer interactions through the Intercom platform, ensuring timely, accurate, and professional responses that exceed customer expectations.
- Sales-Minded Strategy: Identify upsell and cross-sell opportunities within customer interactions and implement strategies to drive revenue growth through exceptional customer service.
- Performance Management: Set and monitor key performance indicators (KPIs) for the team, ensuring that targets are met or exceeded. Provide regular feedback and implement performance improvement plans when necessary. To be communicated regularly to the leadership team as a measure of performance.
- Operational Excellence: Ensure the support team operates efficiently, with a focus on punctuality, responsibility, and attention to detail. Implement and refine processes to enhance productivity and service quality.
- Problem Solving: Actively identify potential issues and resolve them proactively, ensuring minimal disruption to customers and the business.
- Leadership: Demonstrate strong leadership skills by motivating the team, leading by example, and maintaining a positive and productive work environment.
- Accountability: Take ownership of the customer support function, ensuring that all team members are held accountable for their performance and responsibilities.
- Continuous Improvement: Stay informed about industry trends and best practices in customer support and apply this knowledge to continuously improve our processes and team performance.
- Framework Development: Design and implement robust CX frameworks that align with organizational goals, ensuring a seamless and consistent customer experience across all touchpoints. This includes setting up certain technical workflows inside of Intercom and supporting business processes with the customer support team.
- Training and Development: Develop and deliver training programs focused on CX best practices, ensuring that all team members are equipped with the skills and knowledge to provide outstanding customer service.

Characteristics and Experiences:

- Extensive experience in customer support management, with a proven track record of leading and developing high-performing teams.
- Experience hiring customer support agents.
- Strong familiarity with the Intercom platform is ideal or other customer support messaging platforms.
- Exceptional leadership and people management skills, with the ability to inspire and motivate a team.
- Highly proactive, with excellent problem-solving abilities and a strong sense of accountability.
- Sales-minded with experience in identifying and executing upsell and cross-sell opportunities within customer support.
- Outstanding attention to detail, punctuality, and a strong sense of responsibility.
- Performance-focused with the ability to set and achieve ambitious goals.
- Excellent communication and interpersonal skills.
- Strong ability to think systematically and holistically, identifying opportunities to optimize processes and enhance efficiency across customer experience operations. Skilled in analyzing existing workflows and implementing improvements that streamline operations and reduce friction points.

Why Join Us? At iCanStudy, we believe in fostering a work environment that encourages growth, innovation, and excellence. As a Customer Support Manager, you will play a pivotal role in shaping the future of our customer support operations and driving the success of our business. We offer a competitive salary, comprehensive benefits, and opportunities for professional development.

To ensure you thoroughly read the job description posted above, kindly send us a link to your video recording introducing yourself and your work experience. Please use the questions below as your guide when creating the video.

Note: Must be available 40 hours a week, Monday to Friday, 8hrs/day AEST (Melbourne Time)

a) Introduce yourself and describe your experience in customer support manager roles. What do you think are the most important skills a Customer Support Manager should possess? Please ensure it is aligned with the needs of the iCanStudy role

b) Please talk about how you create, run and sustain high-performing customer support teams with existing team members and new hires

To be considered for this position, please submit your cover letter, CV and the link to the video recording with the subject ICANSCSM1. We appreciate applicants who follow these instructions.

If you are a driven, results-oriented leader passionate about customer service, we want to hear from you.

Apply today to join our team and take your career to the next level!