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Senior Manager Customer Support
4 months ago
The Senior Manager of Customer Support plays a crucial role in overseeing and optimizing the global customer support operations, while working in sync with their US based counterparts. As the Senior Manager of Customer Support, you will be responsible for leading and managing the India based customer support team to deliver exceptional service and satisfaction to our customers. This role involves developing and implementing customer support strategies, optimizing processes, and fostering a customer-centric culture within the organization. You will identify and mitigate risks, monitor and improve key performance indicators, and communicate clearly with cross-functional and executive stakeholders. You'll also collaborate closely with Product and Engineering.
KEY RESPONSIBILITIES -
Team Leadership:
● Lead, mentor, and inspire a team of customer support Team Leads while playing a role in their development and performance management of their support representatives.
● Foster a positive and collaborative team culture focused on delivering outstanding customer experiences.
Strategy and Planning:
● Develop and implement customer support strategies aligned with overall business goals.
● Contribute to the development of long-term plans to enhance customer satisfaction and loyalty.
Process Optimization:
● Data Driven - Analyze data and reports to identify major themes early and create solutions that help solve customers' pain points.
● Implement best practices and tools to enhance the overall customer support experience.
Performance Management:
● Set performance goals for the customer support team and individuals.
● Conduct regular performance reviews and provide constructive feedback to team members.
Customer Experience Improvement:
● Measure, track, and communicate key performance metrics such as SLAs and CSAT to measure the success of our customer support program.
● Implement initiatives to enhance the overall customer experience.
Cross-Functional Collaboration:
● Collaborate with other departments, such as CX, Product Development, and Tutor Ops to address customer issues and contribute to product/service improvements.
Quality Assurance:
● Implement quality assurance measures to ensure accuracy and consistency in customer interactions.
● Conduct regular quality reviews and provide feedback to the team.
Training and Development:
● Provide ongoing training and development opportunities for customer support team members. ● Stay informed about industry trends and best practices in customer support.
Escalation Management:
● Address and resolve escalated customer issues in a timely and effective manner.
● Work with cross-functional teams to resolve complex customer problems.
FUNCTIONAL EXPERIENCE
● Bachelor’s degree in business, Marketing, or a related field.
● 7-10 years of experience in a customer support function or in a function related to customer support, with 3+ years of people management experience
● Experience using Salesforce Service Cloud or comparable ticketing systems to help customers, identify insights, measure performance, calculate ROl, and form recommendations
● Experience collaborating closely with Senior Leadership as key stakeholders and providing clear and consistent updates through meetings and reports that drive measurable business outcomes
● Demonstrated success in leading high-performing customer support teams.
BEHAVIORAL
Customer Focus:
● Strong commitment to delivering exceptional customer service.
● Ability to advocate for the customer within the organization.
Communication Skills:
● Excellent communication and interpersonal skills.
● Ability to communicate effectively with both customers and internal stakeholders.
Analytical Skills:
● Strong analytical and problem-solving skills.
● Ability to use data to drive decision-making and process improvements.
Leadership Skills:
● Effective leadership and people management skills.
● Ability to motivate and inspire a diverse team.
Adaptability:
● Flexibility to adapt to changing priorities and business needs.
● Ability to thrive in a fast-paced environment.
Technology Proficiency:
● Familiarity with Salesforce, support ticketing systems, and tools.
● Ability to leverage technology for process optimization.
DIVERSITY, EQUITY & INCLUSION At Focus Edumatics, we believe a focus on diversity, equity, and inclusion (“DE&I”) is integral to hiring exceptional people and creating an enduring business. To inspire growth, we aspire to create an organization where every person is celebrated, valued, and empowered to achieve their full potential. These beliefs and actions are true to Focus Edumatics' philosophy, which is rooted in how we invest, hire, and show up day in and day out. We will continuously look for ways to improve and evolve in our ever-changing world, and we are driven to ensure Focus Edumatics is one of the premier places to work for all by creating diverse teams, strengthening our culture of inclusion, and giving everyone an equitable opportunity to succeed. We evaluate qualified applicants without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, labor and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
ABOUT FOCUS EDUMATICS Focus Edumatics is a mission-driven, technology-enabled education services organization that provides high-quality, research-based online learning solutions to disadvantaged and at-risk students in the United States. Since 2010, Focus Edumatics has partnered with schools and districts to provide high-quality, structured, 1:1 online tutoring solutions delivered by an extensive 24/7 network of highly trained tutors. For its K12 customers, Focus Edumatics provides high- touch customer assistance, tailored program design, data analytics, and ongoing formative assessments. Focus Edumatics is on a mission to increase access to quality education for 25 million American students and become the educator, partner, and employer of choice in the education services industry. Focus Edumatics has been recently acquired by Alpine Investors which is a people-driven private equity firm investing in software and services businesses. (
