Customer Support Manager

The Role:

Are you passionate about delivering exceptional customer experiences? We’re looking for a Customer Support Manager to lead our dedicated support team. In this role, you’ll be the driving force behind our commitment to helping customers overcome challenges and maximize their success. We are looking for a player/coach who will both inspire the team and lead by example, through rolling up their sleeves and taking on support tickets.

What You’ll Do:

• Team Leadership: Manage and motivate a team of customer support professionals, fostering a culture of excellence and collaboration.
• Support Operations: Oversee daily support activities to ensure timely and effective resolutions across various channels—phone, email, and chat.
• Performance Management: Set and track key performance indicators (KPIs) like response times and customer satisfaction scores (CSAT) to maintain high service standards.
• Process Improvement: Identify opportunities to streamline processes and implement best practices that enhance efficiency and service quality.
• Training and Development: Create and deliver training programs that equip your team with the skills and knowledge needed to excel in their roles.
• Customer Engagement: Actively engage with customers to gather feedback, turning insights into actionable improvements for the support experience.
• Cross-Functional Collaboration: Work closely with Product, Sales, and Marketing teams to ensure alignment and address customer needs effectively.
• Reporting and Analysis: Analyze support metrics and trends, providing regular updates to senior leadership with recommendations for improvements.
• Escalation Management: Handle escalated customer issues with professionalism, ensuring timely resolution and maintaining strong relationships.
• Culture Building: Foster a positive and supportive team environment where collaboration and recognition are key.

What You’ll Bring:

• Experience: 5+ years in customer support or service roles, with at least 2 years in a leadership position.
• Leadership Skills: Proven ability to lead and inspire a team while focusing on delivering exceptional customer experiences.
• Customer-Centric Mindset: A genuine passion for helping customers and ensuring their satisfaction.
• Analytical Skills: Strong ability to analyze data and metrics to drive continuous improvement.
• Process Orientation: Experience in developing and implementing support processes that enhance operational efficiency.
• Effective Communication: Excellent verbal and written communication skills to connect with customers and team members.
• Tech-Savvy: Familiarity with customer support software (e.g., Zendesk, Salesforce) and a willingness to learn new tools.
• Problem-Solving Abilities: A proactive approach to identifying and resolving issues.

Nice to Haves:

• Experience in a SaaS or technology-focused environment.
• Background in project management or process improvement methodologies.
• Knowledge of customer support best practices and industry trends.