Customer Support Manager

About the role

We are seeking a dedicated and experienced Customer Support Manager to lead and elevate our support operations. You will oversee a team of customer service representatives, develop customer support strategies, and ensure a high standard of service delivery across all channels. This is a leadership role requiring excellent communication, analytical skills, and a passion for customer satisfaction.

Responsibilities

• Lead, coach, and manage the customer support team
• Develop and implement efficient support procedures and service standards
• Monitor performance metrics and provide actionable insights
• Resolve complex customer issues and escalate when necessary
• Collaborate with other departments to improve customer experience
• Recruit, train, and onboard new support staff
• Maintain accurate records of customer interactions and performance reports
• Conduct regular team meetings and provide continuous feedback

Qualifications

• Proven experience as a Customer Support Manager or similar role
• Excellent leadership and interpersonal skills
• Strong problem-solving and decision-making abilities
• Familiarity with support software and CRM systems
• Ability to analyze performance data and identify areas for improvement
• Bachelor's degree in Business Administration, Communications, or related field preferred
• Outstanding verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment

Additional Information: Benefits

• Competitive salary: $63,000 - $69,000 per year
• Health, dental, and vision insurance
• Paid time off and holidays
• Professional development and growth opportunities
• Supportive and collaborative work environment
• Retirement plan options
• Flexible working hours