As the Customer Support Manager, you will be responsible for overseeing the customer support team, ensuring that our customers receive timely and effective assistance. You will develop and implement support strategies, manage day-to-day operations, and work closely with other departments to resolve issues and improve overall customer experience.
Key Responsibilities
- Lead and manage the customer support team, including hiring, training, and performance management.
- Develop and implement customer support policies, procedures, and standards to ensure high-quality service.
- Monitor and analyze customer support metrics and KPIs to identify areas for improvement.
- Handle escalated customer issues and work to resolve them promptly and effectively.
- Collaborate with other departments, such as Sales, Product, and Marketing, to address customer needs and feedback.
- Develop and maintain a knowledge base and training materials for the support team and customers alongside Enablement.
- Conduct regular team meetings and training sessions to ensure the team is informed and equipped to provide excellent service.
- Stay up to date with industry trends and best practices to continually improve the customer support function.
- Provide regular reports to senior management on customer support performance and initiatives.
Qualifications
- Bachelor’s degree in business administration, Marketing, Communications, or a related field.
- Proven experience in a customer support management role, preferably in a commercial organization.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in customer support software and CRM systems (e.g. Salesforce).
- Strong analytical and problem-solving abilities.
- Ability to handle stressful situations and manage multiple priorities.
- Commitment to delivering exceptional customer service and improving customer satisfaction.
- Experience developing and implementing customer support strategies and processes.
- Knowledge of industry best practices and trends in customer support.
