Key Responsibilities :

1. Strategy Development : Develop and execute customer support strategies in alignment with the company's customer service goals and objectives.

2. Team Leadership and Motivation : Lead, mentor, and motivate the customer support team to provide excellent service and effective resolution of customer issues.

3. Training and Development : Provide ongoing training, guidance, and feedback to enhance the team's problem-solving skills and product knowledge.

4. Metrics Analysis : Monitor and analyze customer service metrics, response times, and satisfaction scores to identify areas for improvement.

5. Collaboration : Collaborate with product and sales teams to ensure clear communication of product features and updates to customers.

6. Customer Relationships : Develop and maintain strong relationships with key customers and partners.

7. Market Awareness : Stay informed about industry trends, competitor activities, and market conditions to adjust strategies as needed.

8. Reporting and Presentation : Prepare regular customer support reports and present performance updates to senior management.

Qualifications and Skills :

1. Bachelor's degree in Business, Marketing, or related field. MBA is a plus.

2. Proven track record (6 years) in customer support or support management, focusing on delivering exceptional service.

3. Strong leadership and team management skills.

4. Excellent communication and interpersonal abilities.

5. Analytical mindset with the ability to interpret customer service data and trends.

6. Result-driven with a passion for ensuring customer satisfaction.

7. Adaptability and willingness to innovate in a dynamic customer service environment.

8. Problem-solving skills and the ability to make strategic decisions.

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