Customer Support Operations Manager

4 days ago

Coimbatore, Tamil Nadu, India Isha Foundation Full time

Isha Foundation is seeking a highly skilled Customer Support Operations Manager to join our team. As a key member of our customer support function, you will play a crucial role in leading and managing a team of customer support agents who provide assistance to customers shopping on our e-commerce platform.

Responsibilities
  • Team Management & Leadership:
    • Lead, mentor, and motivate a team of customer support agents to provide exceptional service.
    • Conduct regular team meetings to share updates, address concerns, and discuss performance.
    • Provide ongoing coaching and feedback to team members to help them improve their skills and meet performance metrics.
    • Conduct performance evaluations and support career development for team members.
    • Organize and manage team schedules to ensure appropriate coverage and meet service level agreements (SLAs).
  • Customer Support Operations:
    • Oversee day-to-day customer support activities, ensuring timely and accurate responses to customer inquiries via email, website ticket , phone.
    • Ensure that customer issues are handled efficiently and professionally, including managing escalations and complex cases.
    • Monitor support tickets and ensure all inquiries are resolved according to company guidelines and within specified timeframes.
    • Implement and maintain quality assurance standards for customer interactions to ensure a consistent customer experience.
  • Escalation & Problem Solving:
    • Handle high-priority, escalated, or complex customer issues that cannot be resolved by agents.
    • Collaborate with other departments (e.g., sales, fulfillment, IT) to resolve customer issues and improve product/service offerings.
    • Take ownership of customer feedback and collaborate with management to suggest improvements for customer service processes or policies.
  • Performance Monitoring & Reporting:
    • Track and analyze customer support metrics, including response times, customer satisfaction scores, and first contact resolution rates.
    • Prepare regular reports on team performance, identify trends, and recommend process improvements.
    • Analyze customer feedback to identify areas for improvement in the customer experience and support processes.
  • Process Improvement:
    • Collaborate with other departments to identify opportunities for process improvements that enhance the overall customer experience.
    • Suggest and implement best practices to optimize workflows and improve team productivity.
    • Stay up-to-date with industry trends, tools, and technologies to continuously improve support strategies.
  • Training & Development:
    • Train new team members and onboard them effectively.
    • Develop training materials and conduct regular training sessions to ensure the team is knowledgeable about products, policies, and customer service practices.
    • Continuously update the team on any changes in company policies, product updates, or systems.
    Qualifications & Skills
    • Education:
      • Bachelor's degree in Business Administration, Communications, or related field (or equivalent experience).
    • Experience:
      • 3+ years of experience in customer support, with at least 1 year in a team lead or supervisory role, preferably in an e-commerce environment.
      • Experience with customer support tools (e.g., Odoo, etc.) and live chat software.
      • Familiarity with e-commerce platforms, order management systems, and CRM software is a plus.
    • Skills:
      • Strong leadership, coaching, and mentoring abilities.
      • Excellent communication (verbal and written) and problem-solving skills.
      • Ability to manage multiple tasks and priorities in a fast-paced environment.
      • Customer-centric attitude with a focus on delivering high-quality support.
      • Analytical mindset with the ability to assess performance metrics and implement improvements.
      • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software.
      Personal Attributes
      • Empathetic and customer-focused.
      • Adaptable and able to thrive in a dynamic environment.
      • Collaborative and team-oriented, with the ability to work cross-functionally.
      • High attention to detail and ability to maintain a high standard of work under pressure.
      • Solution-oriented, with strong problem-solving capabilities.
      Compensation & Benefits
      • We offer a competitive salary based on experience: $65,000 - $85,000 per year.
      • Opportunity for career growth and development in a fast-paced, growing industry.

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