Manager, Customer Support

3 weeks ago

chandigarh, India Basware Full time

Job Description

Customer Support is made up of 200+ experts globally, who providing professional, efficient, and effective technical support to Basware customers and partners in a manner that further enhances customer experience, satisfaction, and loyalty. We work to resolve customer cases and incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly. _

Customer Support draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s number 1 AP solutions.

Position Overview:

We are seeking a dynamic and experienced Manager of Customer Support to lead one of our customer support teams for the North American region. The Manager of Customer Support will ensure the highest level of customer satisfaction by overseeing the timely resolution of customer issues, providing leadership and guidance to the support team, and implementing strategies to optimize the customer support process.

Key Responsibilities:

Team Leadership: Lead and mentor a team of customer support representatives, providing guidance, training, and performance feedback to ensure the team delivers exceptional service. Customer Interaction: Fostering positive relationships with customers through proactive communication, extending support, and acting as a point of contact for escalated issues and complex inquiries. Further, cultivate long-term relationships with customers, understand their business objectives, and align Basware solutions to meet their strategic goals. Customer Issue Resolution: Oversee the resolution of customer issues and inquiries in a timely and efficient manner, ensuring that all customer concerns are addressed promptly and effectively. Process Improvement: Continuously evaluate and improve customer support processes and procedures to enhance efficiency, productivity, and overall customer satisfaction. Quality Assurance: Implement quality assurance measures to maintain high customer support standards, including monitoring calls, emails, and other interactions to ensure adherence to company policies and procedures. Customer Feedback: Gather and analyze customer feedback to identify trends, areas for improvement, and opportunities to enhance the customer experience. Cross-functional collaboration:
Collaborate with other departments, including sales, product development, and implementation teams, to address customer needs and improve overall product and service offerings. Performance Reporting: Prepare and present regular reports on key performance metrics, including customer satisfaction scores, response times, and issue resolution rates, to senior management.

_ _

Skills & Requirements

Qualifications:

Bachelor’s degree in business administration, management, or a related field. Minimum of 10 years of experience in customer support or a similar role, with at least 3 years in a leadership or management position. Strong leadership and management skills, with the ability to motivate and inspire a team to achieve goals and objectives. Excellent communication and interpersonal skills, with the ability to interact effectively with customers and colleagues at all levels of the organization. Proven problem-solving abilities and a track record of driving process improvements and delivering results. Experience working with customer support tools. Knowledge of purchase-to-pay processes and/or experience in the software industry would be an advantage. Willingness to work in U.S. Shift Timings (5 p.m. to 2:30 a.m. Shifts).

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