Customer Support Operations Manager

2 days ago

Coimbatore, Tamil Nadu, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000
Job Description

We are seeking an experienced and results-driven Customer Service/Support Manager to lead our customer support team. As a key member of our organization, you will be responsible for ensuring exceptional client communication and service delivery.

The ideal candidate will have a strong background in managing customer interactions, resolving escalations, and mentoring a team to enhance overall customer satisfaction. This role requires excellent leadership, problem-solving, and communication skills.

Key Responsibilities:

  • Lead and manage the customer support team, ensuring efficient operations and high performance.
  • Serve as the primary point of contact for client communication, addressing concerns, providing updates, and ensuring customer satisfaction.
  • Develop and implement customer service policies and procedures to enhance the customer experience.
  • Monitor team performance through KPIs and provide coaching and feedback to improve efficiency and effectiveness.
  • Handle escalated customer issues, providing timely and professional resolutions.
  • Train and mentor customer support representatives to enhance service quality and customer interactions.
  • Analyze customer feedback and recommend improvements to products, services, and support processes.
  • Maintain accurate records of customer interactions, issues, and resolutions.
  • Stay updated with industry trends and best practices to continuously improve customer support operations.

Required Skills and Qualifications:

  • Bachelors degree is a must.
  • Minimum of 5 years of experience in customer support management, preferably in a US industry.
  • Strong leadership and team management skills with the ability to motivate and mentor employees.
  • Excellent verbal and written communication skills for effective interaction with clients and internal teams.
  • Problem-solving mindset with the ability to handle challenging customer situations professionally.
  • Proficiency in customer support software, CRM systems, and reporting tools.
  • Ability to multitask, prioritize tasks, and manage time efficiently in a fast-paced environment.
  • Experience in process improvement and implementing best practices for customer service.

Preferred Qualifications:

  • Experience working with international clients.
  • Knowledge of customer service metrics and analytics.
  • Familiarity with customer support tools like Zendesk, Fresh desk, or Salesforce.

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