Customer Support Manager

5 days ago

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Description

• Are you passionate about delivering exceptional customer experiences? We’re looking for a Customer Support Manager to lead our dedicated support team. • Manage and motivate a team of customer support professionals, fostering a culture of excellence and collaboration. • Oversee daily support activities to ensure timely and effective resolutions across various channels—phone, email, and chat. • Set and track key performance indicators (KPIs) to maintain high service standards. • Identify opportunities to streamline processes and implement best practices that enhance efficiency and service quality. • Create and deliver training programs that equip your team with the skills and knowledge needed. • Actively engage with customers to gather feedback, turning insights into actionable improvements. • Work closely with Product, Sales, and Marketing teams to ensure alignment and address customer needs effectively. • Analyze support metrics and trends, providing regular updates to senior leadership with recommendations for improvements. • Handle escalated customer issues with professionalism, ensuring timely resolution and maintaining strong relationships. • Foster a positive and supportive team environment where collaboration and recognition are key.

Requirements

• 5+ years in customer support or service roles, with at least 2 years in a leadership position. • Proven ability to lead and inspire a team while focusing on delivering exceptional customer experiences. • A genuine passion for helping customers and ensuring their satisfaction. • Strong ability to analyze data and metrics to drive continuous improvement. • Experience in developing and implementing support processes that enhance operational efficiency. • Excellent verbal and written communication skills to connect with customers and team members. • Familiarity with customer support software (e.g., Zendesk, Salesforce) and a willingness to learn new tools. • A proactive approach to identifying and resolving issues.

Benefits

• Competitive salaries • Equity in the company • Great benefits • Paid vacation • Life leave days • Team lunches and off-sites • Commitment to YOUR career growth