Customer Support Manager

Role & responsibilities

We are looking for an experienced Customer Support Manager to lead our customer support

team and ensure exceptional client communication and service delivery. The ideal candidate

will have a robust background in managing customer interactions, resolving escalations, and

mentoring a team to enhance overall customer satisfaction. This role requires excellent

leadership, problem-solving, and communication skills.

Key Responsibilities:

• Lead and manage the customer support team, ensuring efficient operations and high performance.
• Serve as the primary point of contact for client communication, addressing concerns,
• providing updates, and ensuring customer satisfaction.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Monitor team performance through KPIs and provide coaching and feedback to improve efficiency and effectiveness.
• Handle escalated customer issues, providing timely and professional resolutions.
• Train and mentor customer support representatives to enhance service quality and customer interactions.
• Analyze customer feedback and recommend improvements to products, services, and support processes.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Stay updated with industry trends and best practices to continuously improve customer support operations.
• Oversee a team in Manila, Philippines. The selected candidate will be required to travel to Manila and stay there for at least six months until the program stabilizes.
• They will also need to work the complete night shift.

Qualifications & Skills:

Bachelors degree is a must. MBA would be preferred.

• Minimum of 5 years of experience in customer support management, preferably in a
• US industry.
• Strong leadership and team management skills with the ability to motivate and
• mentor employees.
• Excellent verbal and written communication skills for effective interaction with clients
• and internal teams.
• Problem-solving mindset with the ability to handle challenging customer situations
• professionally.
• Proficiency in customer support software, CRM systems, and reporting tools.
• Ability to multitask, prioritize tasks, and manage time efficiently in a fast-paced environment.
• Experience in process improvement and implementing best practices for customer

service.

Preferred Qualifications:

• Experience working with international clients.
• Knowledge of customer service metrics and analytics.
• Familiarity with customer support tools like Zendesk, Freshdesk, or Salesforce.

Industry

• Information Technology & Services