Hiring Customer Support/ Customer Success Manager

6 days ago

Coimbatore, Tamil Nadu, India Vserve Ebusiness Solutions Full time US$ 90,000 - US$ 1,20,000 per year

Job Title:
Customer Service/Support Manager

Job Type:
Full-Time

Job Summary:

We are looking for an experienced Customer Support Manager to lead our customer support team and ensure exceptional client communication and service delivery. The ideal candidate will have a robust 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.

Qualifications & Skills:

  • Bachelors degree is a must. MBA would be preferred.
  • 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.

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