Customer Support manager

Job Title: Customer Support Manager

Company: The Social Proxy

Office Location: Karpentrade Building, Km 2 Gen. Douglas MacArthur Hwy, Matina (in front of S&R membership shopping), Davao City, Philippines

About Us:
At The Social Proxy, we are more than just a business — we are a community driven by our shared values of innovation, teamwork, and customer-centricity. Our diverse team works collaboratively to deliver exceptional experiences to our customers while fostering an inclusive and supportive work environment where everyone can thrive and grow.

Position Overview:
We are seeking an enthusiastic and driven individual to join our team as Customer Support Manager In this role, you will be responsible for managing, coaching, and leading our customer support team. (Its expected the person we hire will significant increase the level of our team)

Responsibilities:

Team Leadership and Management

Supervise and lead the customer support team, including hiring, training, and evaluating staff.
Foster a positive and productive team environment, promoting collaboration and professional growth.
Set performance goals, monitor progress, and provide regular feedback to team members.
Customer Service Excellence

Ensure high levels of customer satisfaction by maintaining quality standards in all customer interactions.
Handle escalated customer issues and complaints, providing resolutions in a timely and effective manner.
Develop and implement customer service policies, procedures, and standards to enhance the customer experience.
Operational Management

Oversee daily operations of the customer support department, ensuring efficient workflow and resource allocation.
Monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for growth.
Prepare and present regular reports on team performance, customer feedback, and service metrics to senior management.
Process Improvement

Identify and implement process improvements to enhance operational efficiency and service quality.
Utilize customer feedback to drive continuous improvement initiatives and enhance service delivery.
Collaborate with other departments to streamline processes and improve overall customer experience.
Technology and Tools Management

Manage and optimize customer support tools, software, and systems to ensure effective use and functionality.
Stay updated with the latest industry trends and technologies to recommend and implement relevant advancements.
Ensure the team is trained and proficient in using customer support tools and technology.
Strategic Planning

Develop and execute customer support strategies aligned with company goals and objectives.
Participate in strategic planning meetings to provide insights and recommendations from a customer support perspective.
Forecast future support needs and develop plans to scale the team and resources accordingly.
Customer Communication and Relationship Management

Develop and maintain strong relationships with key customers and stakeholders.
Ensure effective communication channels are in place to address customer inquiries and provide updates.
Implement customer feedback mechanisms to gather insights and drive customer-centric initiatives.
Training and Development

Design and deliver training programs to enhance the skills and knowledge of the customer support team.
Promote continuous learning and professional development opportunities for team members.
Stay informed about industry best practices and integrate them into training and development programs.
Compliance and Quality Assurance

Ensure compliance with company policies, industry regulations, and legal requirements.
Conduct regular quality assurance checks to maintain high standards of service delivery.
Implement and monitor compliance with data protection and privacy policies.
Crisis Management

Develop and implement crisis management plans to handle unexpected events and emergencies.
Coordinate with relevant departments to address crises effectively and minimize impact on customers and operations.
Communicate with customers transparently during crises to maintain trust and confidenc

Requirements:

+3 years of experience in this role
Excellent communication and interpersonal skills
Strong problem-solving abilities and attention to detail
Ability to multitask and prioritize in a fast-paced environment
Proficiency in English (Highly important)
Availability to work flexible hours, including weekends and holidays if needed
Good leadership, and teaching skills

Benefits:

Competitive salary and performance-based incentives
Opportunities for career growth and advancement
Comprehensive training and ongoing support
Fun and dynamic work environment

P.S Please only apply if you desire to work on-site

How to Apply:
If you’re passionate about providing outstanding customer service and making a difference, we’d love to hear from you! Please send your resume and a cover letter outlining your relevant experience and why you’re interested in joining our team.(please include phone number for swifter communication)