Ship Global Express - Manager - Customer Support (5-10 yrs)

Job Summary :

We are seeking an experienced and dedicated Customer Support Manager to lead our support team and ensure a seamless customer experience. The ideal candidate will excel in problem-solving, have strong leadership abilities, and be passionate about customer satisfaction and continuous improvement.

Key Responsibilities :

- Team Management : Lead, mentor, and support a team of customer support representatives, ensuring high performance and consistent standards of customer service.

- Customer Interaction : Oversee the handling of customer inquiries, concerns, and issues via phone, email, and chat, ensuring timely and effective responses.

- Performance Metrics : Set, track, and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.

- Process Improvement : Identify trends, develop, and implement strategies to improve service quality, response times, and overall customer experience.

- Training and Development : Develop training programs to continuously improve team skills and customer interactions.

- Escalation Management : Act as the primary point of escalation for complex customer issues, resolving conflicts and ensuring customer satisfaction.

- Collaboration : Work closely with other departments such as Product, Sales, and Marketing to ensure cohesive customer support strategies.

- Feedback Loop : Collect and analyze customer feedback to communicate insights to the relevant teams for product and service enhancements.

Qualifications :

- Experience : Bachelor's degree in Business, Marketing, Communications, or a related field; proven experience in customer support or a related field, with at least 3+ years in a managerial role.

- Leadership : Demonstrated ability to manage, motivate, and develop a high-performing customer support team.

- Communication : Exceptional verbal and written communication skills; able to handle sensitive information with empathy and professionalism.

- Analytical Skills : Proficiency in data analysis and familiarity with customer support KPIs, with the ability to drive strategic changes.

- Technical Proficiency : Familiarity with customer support software (e.g., Zendesk, Freshdesk, Salesforce) and CRM tools.

- Problem-Solving : Strong troubleshooting abilities, capable of remaining calm and composed under pressure.

What We Offer :

- Competitive salary and benefits package

- Professional growth opportunities

- A collaborative and dynamic work environment

- Opportunity to make a meaningful impact on our customer experience strategy