Job Description :

We have a opening for the position of Customer support Manager for one of our premium client.

Requirements :

- Experience in managing the customer support teams within a tech set-up.

- Experience in team management & coaching including developing a strong management toolkit that strengthens direct reports individually and collectively.

- Working knowledge of customer support software, databases and tools.

- Entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes

- Awareness of the industry's latest technology trends and applications.

- Motivation to champion the team's communication via live chat and adhere to best practices.

- Ability to handle conflicting priorities, creative problem-solving skills.

- A positive can-do attitude, open to new and unexpected challenges.

- Passion for the fast-paced environment and working as a team on solving the bottlenecks.

Roles and Responsibilities :

- Work with the support team to analyze customer issues on a regular basis, ensuring high levels of customer satisfaction and quality are delivered.

- Strive for the ongoing enhancement of the customer knowledge base by ensuring the development of timely and relevant knowledge/help articles related to product use.

- Evaluate overall customer satisfaction through customer surveys, trust pilot reviews, etc. analyzing statistics and compiling accurate reports to continuous improve the output of the team.

- Manage, mentor and coach new and existing support team including conducting regular performance reviews and weekly timesheet approvals.

- Keep abreast of industry's developments and competitors' ways of working to maintain a competitive edge.

- Ensure that quality and service delivery standards are met and exceeded.

- Collaborate with other departments such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives.

- Drive operational improvements as it relates to customer satisfaction.

- Closely monitoring top support issues after product launch, identifying gaps across all Support tiers worldwide in support tools/resources needed to better support new features.

- Collect and analyze support center metrics to guide decisions about product and support quality.

- Handle escalations, initiate conference calls, and drive escalations to positive closure by providing timely status updates to all the stakeholders.

- Set Goals (KPI) and Review team performance daily, weekly, quarterly and half-yearly.

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