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Customer Service Support Manager

2 months ago

thane, India The Sleep Company Full time

As the Assistant Manager of Customer Support, you will play a crucial role in overseeing and enhancing the customer support operations. You will be responsible for leading a team of customer support representatives, ensuring high-quality service delivery, and implementing strategies to improve customer satisfaction and operational efficiency.

Key Responsibilities:

  • Team Leadership: Supervise and mentor a team of customer support representatives, including performance management, training, and career development.
  • Customer Interaction: Address and resolve complex customer issues, ensuring timely and effective solutions ensure 90% CSAT
  • Operational Oversight: Monitor and analyze key performance metrics to ensure service level agreements (SLAs) are met. Implement process improvements to enhance efficiency and customer experience.
  • Quality Assurance: Conduct regular evaluations of customer interactions to ensure compliance with company standards and identify areas for improvement.
  • Reporting & Analysis: Prepare and present reports on team performance, customer feedback, and operational metrics to senior management.
  • Policy & Procedure Development: Assist in developing and updating customer support policies, procedures, and best practices.
  • Collaboration: Work closely with other departments, such as Sales, Product, and Marketing, to address customer needs and support cross-functional initiatives.
  • Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement. Implement changes based on insights to enhance overall customer satisfaction.
  • Crisis Management: Handle escalations and high-priority issues, ensuring prompt resolution and effective communication with customers.

Qualifications:

  • Education: Bachelor’s degree in Business Administration, Management, or a related field. (Master’s degree is a plus)
  • Experience: Minimum of 3-5 years of experience in a customer support role, with at least 1-2 years in a supervisory or management position.
  • Skills:
  • Strong leadership and team management skills.
  • Excellent problem-solving and decision-making abilities.
  • Outstanding communication and interpersonal skills.
  • Proficiency in customer support software and tools (e.g., CRM systems, ticketing systems).
  • Ability to analyze data and generate actionable insights.
  • Customer-focused with a passion for improving service quality.

Preferred Qualifications:

  • Familiarity with Lead Square or any other CRM tools
  • Certifications in customer service management or related areas.

Additional Requirements:

  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Flexibility to work in shifts (Only Day shifts)