What is a Customer Support Manager doing? Job description and responsibilities

What does a Customer Support Manager do?

We are seeking an experienced and passionate Customer Support Manager to join our team. The Customer Support Manager will be responsible for managing the day-to-day customer support operations, ensuring customer satisfaction, and developing strategies to improve customer support processes. The ideal candidate should have excellent problem-solving skills, knowledge of customer service best practices, and a commitment to providing excellent customer service. This position requires an individual who is organized, proactive, and enthusiastic about helping customers. If you have what it takes to be an effective Customer Support Manager, we want to hear from you!

Responsibilities of Customer Support Manager

1. Develop and implement customer service policies and procedures.
2. Manage customer service staff, including hiring, training and evaluating employees.
3. Monitor customer service staff performance, providing feedback and guidance as needed.
4. Identify and address customer service problems.
5. Resolve customer complaints and inquiries in a timely manner.
6. Ensure customer service standards are met.
7. Create and execute customer service quality improvement plans.
8. Develop and maintain positive relationships with customers.
9. Analyze customer feedback and suggest process improvements.
10. Monitor and analyze customer service metrics.