Customer Support Manager

Customer Support Manager
Job Description Summary: Accseller8 invites a skilled Customer Support Manager to enhance our customer service operations. The successful candidate will spearhead customer onboarding, oversee the customer service team, and ensure that all client service-related matters are handled with excellence, using the GoHighLevel platform to elevate our client care to new heights.
Detailed Tasks:
• Customer Onboarding Leadership: Design and refine the customer onboarding process to ensure clients can fully leverage the GoHighLevel platform.
• Service Team Management: Manage and oversee the customer service team, providing direction, training, and support.
• Customer Service Excellence: Ensure the delivery of exceptional customer service, maintaining high satisfaction levels.
• Customer Issues Resolution: Develop strategies for effective resolution of customer issues, improving the overall customer experience.
• Performance Metrics Tracking: Implement and monitor key performance metrics to assess and improve customer service efficiency.
• Feedback and Continuous Improvement: Establish systems for capturing customer feedback and integrate insights into continuous service enhancement.
• Training Program Development: Create comprehensive training programs for the customer support team to ensure proficiency in GoHighLevel and customer service best practices.
• Cross-Departmental Collaboration: Work with the technical, sales, and marketing teams to provide a unified customer experience.
• Crisis Management: Handle and resolve escalated customer service issues and crises.
• Service Protocols and Standards: Set and maintain high standards for customer interactions, ensuring all protocols are met.
• Resource Allocation: Manage resources effectively to meet customer service demands.
• Client Retention Initiatives: Develop and implement strategies aimed at customer retention and loyalty.
Recommended Skills & Experience:
• Customer Service Expertise: A strong background in customer service, preferably in a technology or SaaS environment.
• Leadership and Team Management: Proven ability to lead and manage a service-focused team.
• Problem-Solving Abilities: Aptitude for quickly resolving customer issues and implementing long-term solutions.
• Analytical Skills: Competence in analyzing customer service metrics and translating data into actionable strategies.
• Communication Proficiency: Outstanding communication skills, both for interacting with customers and for leading a team.
• Project Management: Experience in managing customer service projects and initiatives.
• Training and Development: Skill in developing and conducting customer service training programs.
Recommended Values/Characteristics:
• Empathy: A natural ability to understand and share the feelings of others, crucial for customer service.
• Responsiveness: A commitment to providing timely and helpful responses to all customer inquiries.
• Patience: The patience to handle all customer interactions, even challenging ones, with composure.
• Detail-Oriented: Attention to detail in managing customer service cases and team member performance.
• Adaptability: Flexibility to adapt to changing customer needs and business landscapes.
• Proactive Approach: A proactive approach to customer service, anticipating needs and preventing issues before they arise.
• Integrity: Upholding high ethical standards and maintaining confidentiality with customer data.