Customer Support Manager

Responsibilities:

The candidate’s responsibilities may include inter alia:

• Lead and manage the customer support team, providing guidance, training, and mentorship to team members.
• Develop and implement customer support strategies, policies, and procedures to enhance service delivery and meet customer needs.
• Monitor and evaluate team performance, identifying areas for improvement and implementing corrective actions as needed.
• Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
• Collaborate with other departments to address customer concerns and improve overall customer experience.
• Analyze customer feedback and data to identify trends, insights, and opportunities for service enhancement.
• Develop and maintain strong relationships with key customers, ensuring their needs are met and concerns are addressed promptly.
• Stay updated on industry trends, best practices, and technologies to continuously improve customer support operations.
• Prepare and present regular reports on customer support performance, including key metrics, trends, and areas for improvement.
• Foster a positive and collaborative work environment that promotes teamwork, accountability, and excellence. 

Requirements:

• Bachelor's degree in Business Administration, Marketing, or related field.
• Proven experience (6 years ) in a customer support role, at least 2 years in customer management role preferably in a technology or SaaS company.

Required Skills:

• Strong leadership and team management skills, with the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Proficiency in customer support software and tools.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.