Customer Support Operations Manager
3 weeks ago
We are seeking an experienced Customer Support Operations Manager to lead our customer support team at Isha Foundation.
Job SummaryThe Customer Support Operations Manager will be responsible for overseeing the day-to-day operations of our customer support function, ensuring timely and accurate responses to customer inquiries, and implementing strategies to drive excellent customer service.
About the RoleThis is a leadership role that requires a strong leader who can motivate and coach a team of customer support agents. The ideal candidate will have experience in customer support, preferably in an e-commerce environment, and possess excellent communication, problem-solving, and analytical skills.
Responsibilities- Oversight of customer support operations, including managing escalations and complex cases.
- Leadership and coaching of customer support agents to ensure exceptional service delivery.
- Implementation of quality assurance standards for customer interactions.
- Performance monitoring and analysis of customer support metrics.
- Development and implementation of process improvements to enhance the customer experience.
To be successful in this role, you will need:
- A Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
- At least 3 years of experience in customer support, with a minimum of 1 year in a team lead or supervisory role.
- Strong leadership, coaching, and mentoring abilities.
- Excellent communication, problem-solving, and analytical skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
We offer a competitive salary, based on experience, and opportunities for career growth and development in a fast-paced, growing industry. If you are a motivated and results-driven individual who is passionate about delivering excellent customer service, please apply.
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