We are seeking a highly skilled and motivated Customer Support Manager to lead and enhance our customer support operations. The ideal candidate has a passion for customer satisfaction, a proven track record of successfully managing support teams, and the ability to develop strategies for improving customer experience. As Customer Support Manager, you will play a critical role in maintaining our company’s reputation for exceptional customer service.
Qualifications:
7 years of experience in customer support, with at least 3 years in a leadership/management role.
Proven experience working within the tech space
Proven track record of driving customer satisfaction and team performance improvement.
Strong background in supporting technical teams and collaborating effectively with cross-functional groups.
Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
Excellent communication, interpersonal, and leadership abilities.
Knowledge of customer support software and ticketing systems.
Familiarity with [client industry-specific tools/software] is a plus.
Ability to work under pressure and handle challenging situations with grace and composure.
Proficiency in the following software applications:
Hubspot: Customer relationship management (CRM) and marketing automation platform.
Gethub: Version control repository hosting service for software development projects.
Atlassian: Collaboration and productivity software suite.
Asana: Task and project management tool.
Responsibilities:
Team Leadership
Lead and mentor a team of customer support representatives, fostering a positive and collaborative work environment.
Set clear performance goals, provide regular feedback, and conduct performance evaluations to ensure the team’s continuous improvement.
Customer Experience Management
Develop and implement strategies to enhance customer experience and satisfaction.
Analyze customer support metrics and feedback to identify areas for improvement and take proactive measures to address them.
Process Improvement
Continuously review and optimize support processes to streamline operations and increase efficiency.
Identify and recommend tools, technologies, and resources to improve support capabilities.
Escalation Management
Oversee and resolve complex customer issues, ensuring prompt and satisfactory resolutions.
Work closely with other departments to address escalated cases and ensure proper follow-up.
Training and Development
Coordinate training programs for the support team to improve product knowledge, communication, and problem-solving skills.
Stay updated with industry trends and best practices, sharing knowledge with the team.
Customer Feedback Analysis
Gather and analyze customer feedback and support data to identify trends and areas requiring attention.
Collaborate with product and sales teams to provide insights for product/service improvement and identify upselling opportunities.
Reporting and Documentation
Prepare regular reports on customer support performance metrics and present them to the management team.
Maintain detailed documentation of support processes, resolutions, and best practices.
APPLY FOR THIS JOB:
Company: Virtualis
Name: Global Talent Engagement Team
Email: