We are looking for a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. You will be up-to-date on industry products and trends, and train staff accordingly.
The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.
Customer Support Manager Responsibilities:
- Managing the customer support department’s day-to-day functions.
- Responding to escalated customer support issues.
- New clients intergation processes and design of integration.
- Preparing tasks for support team and developer team.
- Final testing ano Go live approving.
- Communication with existing and new clients during project phase.
- Managing client expectations.
- Internal prioritizationing (what needs to be done and when).
- Implementing customer support processes to enhance customer satisfaction.
- Formulating and revising customer integrations (documentation).
- Keeping knowledge base up to date.
- Informing the team of all new information related to product, procedures, and trends.
- Assessing support statistics and preparing detailed reports on the findings.
- Overseeing and evaluating the team's ongoing training efforts.
- Delivering performance evaluations and following the disciplinary process according to company policy.
- Making our customers happy and satisfied.