Job Description :

- We are seeking an experienced Customer Support Manager to lead and manage our customer support team. The Customer Support Manager will be responsible for ensuring the delivery of high-quality customer service, resolving customer inquiries and issues, and optimizing support processes to enhance customer satisfaction.

Responsibilities :

Team Leadership :

- Lead, mentor, and motivate the customer support team. Set performance expectations and monitor individual and team performance.

Customer Interaction :

- Handle escalated customer inquiries and complaints.

- Collaborate with team members to resolve complex issues.

Process Improvement :

- Continuously assess and optimize customer support processes for efficiency and effectiveness.

- Implement best practices to enhance customer service delivery.

Data Analysis :

- Collect and analyze customer support data to identify trends and areas for improvement.

- Create and share reports with insights and recommendations.

Training and Development:

- Provide training and development opportunities for team members.

- Ensure that the team is up-to-date on product knowledge and support techniques.

Quality Assurance:

- Establish and maintain quality standards for customer support interactions.

- Conduct regular quality assessments and coaching sessions.

Customer Feedback :

- Solicit and collect customer feedback and use it to drive improvements in products and services.

Qualifications :

- Bachelor's degree in business, management, or a related field (or equivalent work experience).

- Proven experience in a customer support or service role.

- Strong leadership and team management skills.

- Excellent communication and interpersonal skills.

- Problem-solving and conflict-resolution abilities.

- Data analysis and reporting skills.

- Familiarity with customer support software and tools.

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