Customer Support Manager

We are on the lookout for a skilled and experienced Customer Support Manager to join our team. Our commitment to helping businesses succeed through effective marketing strategies relies heavily on a high-performing Customer Support Manager. As we expand, we seek someone who can help us enhance how businesses connect with our clients.

Position Summary:
The Customer Support Manager is responsible for overseeing the daily operations of the customer support team, ensuring high-quality service delivery and promoting a customer-centric culture. This role involves managing a team of customer support representatives, developing and implementing support strategies, monitoring performance metrics, and driving initiatives to enhance customer satisfaction and loyalty. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for helping customers.

Responsibilities:

Team Management:
Lead, mentor, and motivate the customer support team, ensuring they have the tools, resources, and knowledge necessary to excel in their roles.
Conduct regular performance evaluations and provide constructive feedback, coaching, and support.
Facilitate training sessions on product knowledge, customer service best practices, and personal development.

Customer Experience:
Develop and implement customer support policies and procedures that enhance the customer experience and streamline support processes.
Respond to complex customer queries and issues, ensuring prompt and effective resolution.
Monitor customer interactions and feedback to identify trends, needs, and areas for improvement.

Performance Metrics & Reporting:
Establish and monitor key performance indicators (KPIs) to gauge team performance and customer satisfaction levels.
Generate and analyze reports on support ticket resolution, team performance, and customer feedback to drive continuous
improvement.
Provide updates and insights to senior management regarding team performance and customer satisfaction trends.

Collaboration:
Work closely with other departments (e.g., Sales, Product Development, Marketing) to align customer support initiatives with company goals.
Serve as a key point of contact for escalated customer issues and collaborate cross-departmentally to resolve them effectively.

Process Improvement:
Continuously assess and improve customer support workflows and technologies to boost efficiency and enhance user satisfaction.
Stay up-to-date with industry best practices and emerging trends in customer support, applying relevant improvements to the team and processes.

Crisis Management:
Handle escalated customer grievances with empathy and professionalism, aiming to resolve issues to the customer’s satisfaction.
Develop contingency plans and customer communication strategies to maintain customer trust during service disruptions.

Qualifications:

Bachelor’s degree in Business Administration, Communication, or a related field; additional qualifications in customer service or management are a plus.
Proven experience in a customer support or service management role, preferably in a similar industry, with a track record of meeting and exceeding performance targets.
Excellent leadership skills with the ability to inspire and develop a team.
Exceptional communication skills, both verbal and written, with a strong attention to detail.
Strong problem-solving abilities and a proactive approach to challenges and customer issues.
Experience with customer support software (e.g., Zendesk,) and CRM systems.
Ability to work in a fast-paced environment and manage multiple priorities effectively.


Preferred Skills:
Experience in data analysis and reporting, with a knack for using data to guide decision-making.
Familiarity with support ticketing systems and process automation tools.
Knowledge of customer journey mapping and experience design principles.


How to Apply:
Interested candidates are encouraged to send their resume and a cover letter detailing relevant experience. We look forward to welcoming you to our team!