Customer Service Support Manager

4 weeks ago

india CareerXperts Consulting Full time

Job Title: Customer Service Support Manager

About the Role:

We are seeking an experienced Customer Service Support Manager to lead and oversee our customer support team, ensuring exceptional service delivery and satisfaction. In this leadership role, you will be responsible for managing day-to-day operations, driving process improvements, and mentoring your team to deliver outstanding customer experiences. You will also play a key role in strategizing support initiatives and ensuring alignment with company goals.

Key Responsibilities:

  • Lead and manage the customer service support team, including hiring, training, performance evaluations, and ongoing development.
  • Develop and implement customer service policies, procedures, and best practices to ensure operational efficiency and service excellence.
  • Monitor and analyze key performance indicators (KPIs) such as customer satisfaction, response times, and resolution rates, and take proactive actions to achieve targets.
  • Handle escalated customer complaints and complex cases, ensuring a timely and satisfactory resolution.
  • Collaborate with other departments (e.g., sales, product, operations) to resolve issues and enhance the customer journey.
  • Provide regular reporting on customer support metrics, insights, and opportunities for improvement to senior management.
  • Stay up-to-date on industry trends and new technologies to continually improve support processes and customer satisfaction.
  • Foster a positive and customer-focused culture within the team, promoting high morale and engagement.
  • Implement and optimize CRM systems and customer support tools for efficiency.

Key Qualifications:

  • Bachelor’s degree in Business, Communications, or a related field; a Master's degree is a plus.
  • Experience in customer service or support roles, with at least 2 years in a managerial capacity.
  • Strong leadership and team management skills with a proven track record of motivating and developing high-performing teams.
  • Excellent problem-solving abilities and a customer-first mindset.
  • Experience in setting and achieving KPIs and operational targets in a customer service environment.
  • Proficiency in CRM tools and support software; familiarity with data analysis tools is a plus.
  • Exceptional communication and interpersonal skills with the ability to build relationships with internal and external stakeholders.
  • Ability to manage multiple priorities in a fast-paced environment.

Why Join Us?

  • Lead a dynamic, customer-centric team in a growing company.
  • Opportunities for career growth and development within the organization.
  • Competitive salary, benefits, and performance-based incentives.
  • Be part of an innovative work environment where customer satisfaction is the priority.

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