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About this position

The Customer Support Manager is responsible for overseeing and managing the customer support team, ensuring exceptional service delivery to clients. Reporting to the Director of Operations, this role involves developing and implementing customer support strategies, resolving escalated customer issues, and maintaining high customer satisfaction levels. The Customer Support Manager will also collaborate with cross-functional teams to improve processes and contribute to the overall success of the company.

Responsibilities

• Manage a team of customer support representatives and ensure they provide excellent service to customers.
• Develop and implement customer support strategies and procedures to enhance customer satisfaction.
• Monitor and analyze customer support metrics to identify areas for improvement and implement necessary changes.
• Handle escalated customer complaints and provide timely and effective resolutions.
• Collaborate with other departments to ensure a seamless customer experience.
• Train and onboard new customer support representatives, providing them with the necessary tools and knowledge to excel in their roles.
• Conduct performance evaluations and provide feedback to team members to foster their professional growth.
• Stay updated with industry trends and best practices in customer support to continuously improve the department's performance.
• Develop and maintain customer support documentation, including FAQs and troubleshooting guides.
• Act as a liaison between customers and the company, ensuring their needs and concerns are addressed in a timely manner.

Requirements

• Bachelor's degree in business administration or a related field
• Proven experience in managing a customer support team
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Proficiency in customer relationship management (CRM) software

Skills

Benefits