Support Manager
1 month ago
Are you a dynamic and experienced leader with a passion for driving excellence in customer support? We are thrilled to announce an exciting opportunity at Dataisgood for a Manager to lead our Support Team and elevate our customer service to new heights. If you thrive in a fast-paced, innovative environment and have a track record of successfully managing support teams, this could be the perfect role for you
Responsibilities:
• Leadership : Provide strong and inspiring leadership to the Support Team, ensuring they are motivated, engaged, and equipped to deliver exceptional customer service.
• Strategy Development : Collaborate with cross-functional teams to develop support strategies that align with LawSikho's mission and values.
• Performance Management: Set clear performance goals and metrics for the team, regularly monitoring and evaluating their performance. Provide constructive feedback and implement development plans as necessary.
• Process Improvement: Identify areas for improvement in support processes and implement solutions to streamline workflows and enhance efficiency.
• Customer Advocacy : Act as a customer advocate within LawSikho, ensuring their needs and concerns are effectively addressed and resolved.
• Data Analysis: Utilize data-driven insights to make informed decisions and continuously improve support operations.
• Team Development: Foster a culture of continuous learning and development within the team, providing opportunities for growth and advancement
• Collaboration: Work closely with other departments, such as Course Development and Marketing, to enhance the overall customer experience.
Requirements:
• Experience: Minimum of 8 years of experience in customer support, with at least 3 years in a leadership or managerial role.
• Industry Knowledge: Strong understanding of the education industry and customer support best practices.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with customers and internal stakeholders.
• Problem-Solving: Proven track record of resolving complex customer issues and finding creative solutions.
• Analytical Skills: Ability to analyse data, draw insights, and make data-driven decisions.
• Development : Develop and grow a team of Leads, SMEs, Support team members to deliver world class customer service; Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future leaders including succession planning.
• Adaptability: Thrive in a fast-paced, ever-changing environment and adapt quickly to new challenges.
• Accountability: Accountable for Governance, Service delivery, Client management, Program Management, Innovation & SLA management
• Qualification: Should have a minimum Bachelor’s Degree.
Having a strong command of Zoho Desk, Ozonetel, Google Suite, and related software will be preferred.
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