We are seeking a customer support professional with a passion for leading teams and driving exceptional service? We're looking for a Customer Support Manager to champion our customer experience, empower our team, and contribute directly to our success.
Duties and Responsibilities
Lead and inspire: Mentor, coach, and develop a high-performing customer support team, fostering a culture of excellence and continuous improvement.
Drive customer satisfaction: Develop and implement strategies to consistently exceed customer expectations, resolve complex issues, and enhance overall satisfaction. Optimize operations: Analyze customer feedback and key performance indicators (KPIs) to identify trends, streamline processes, and implement data-driven improvements to service quality.
Report and strategize: Generate insightful reports on customer interactions and team performance, using data to inform strategic decisions and operational adjustments.
Champion customer advocacy: Act as the voice of the customer within the organization, collaborating with other departments to ensure customer insights influence product and service development.
Qualifications and Experience
Proven leadership: At least 3 years of experience in a customer service leadership or management role.
Customer service expertise: Deep understanding of customer service best practices and a track record of delivering exceptional customer experiences.
Tech-savvy: Proficiency with customer relationship management (CRM) and customer service software Exceptional communication: Superior verbal and written communication skills, with the ability to articulate complex information clearly and empathetically.
Problem-solving prowess: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
Collaborative spirit: Ability to work effectively with cross-functional teams and foster a collaborative environment. Discretion: Demonstrated ability to maintain strict customer confidentiality.
