Customer Support Manager

About the role

Polous is seeking a detail-oriented and motivated Customer Support Manager to lead and enhance our customer support operations. In this role, you will oversee a team of support agents, implement service strategies, and ensure that customers receive timely, effective, and respectful assistance. This is an excellent opportunity to play a pivotal role in shaping the voice and performance of a growing company dedicated to service excellence.

Responsibilities

• Lead and manage the day-to-day operations of the customer support team
• Monitor performance metrics and implement improvements to ensure high-quality service
• Develop and maintain customer service policies and procedures
• Train, coach, and support team members for continuous growth
• Handle escalated customer inquiries and resolve issues professionally
• Collaborate with other departments to streamline processes and enhance customer satisfaction
• Analyze trends and prepare reports to inform business decisions

Qualifications

• Proven experience as a Customer Support Manager or in a similar leadership role
• Excellent communication and interpersonal skills
• Strong organizational and problem-solving abilities
• Experience with CRM systems and support tools
• Ability to lead by example in a fast-paced environment
• Bachelor's degree in Business, Communications, or related field (preferred)

Additional Information: Benefits

• Competitive salary ($60,000-$65,000 annually)
• Opportunities for professional growth and career advancement
• Collaborative and supportive work environment
• Skills development and leadership training
• Paid time off and company-recognized holidays
• Health and wellness program participation