2 Senior Customer Experience Manager Technical Support jobs in whatjobs
Senior Customer Experience Manager - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm, is seeking a highly experienced and customer-centric Senior Customer Experience Manager specializing in Technical Support. This is a fully remote position, allowing you to lead and innovate from anywhere. You will be instrumental in shaping and elevating the technical support experience for our diverse customer base, ensuring seamless problem resolution and driving customer satisfaction and loyalty. While the role is remote, you will oversee support operations impacting users globally, with a strong focus on the operational hub around Nairobi, Nairobi, KE .
Responsibilities:
Qualifications:
This is an exciting opportunity for a seasoned leader to drive customer success in a dynamic, remote environment. If you are dedicated to creating exceptional support experiences, we encourage you to apply.
Responsibilities:
- Develop, implement, and refine strategies to optimize the customer technical support experience across all channels.
- Lead and mentor a team of technical support professionals, fostering a culture of excellence, empathy, and continuous improvement.
- Define and track key performance indicators (KPIs) for the technical support team, such as first-response time, resolution time, customer satisfaction (CSAT), and net promoter score (NPS).
- Analyze customer feedback and support data to identify trends, root causes of issues, and opportunities for service enhancement.
- Collaborate with product and engineering teams to provide insights on product usability and identify areas for improvement.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for customers and support agents.
- Ensure the efficient and effective management of support tickets and customer inquiries.
- Implement best practices in customer service and technical support operations.
- Manage relationships with third-party support vendors, if applicable.
- Stay informed about emerging trends and technologies in customer experience and technical support.
- Develop and deliver training programs for support staff to enhance their technical and soft skills.
- Act as an escalation point for complex customer issues.
Qualifications:
- Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field.
- Minimum of 7 years of experience in customer service or technical support management, with a significant focus on customer experience.
- Proven track record of building and leading high-performing support teams.
- Deep understanding of customer support best practices, tools, and technologies (e.g., ticketing systems, CRM).
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional communication, interpersonal, and leadership abilities.
- Experience in designing and implementing customer feedback mechanisms.
- Ability to interpret complex technical issues and translate them into customer-friendly solutions.
- Proficiency in managing a remote support team.
- A passion for delivering outstanding customer experiences.
This is an exciting opportunity for a seasoned leader to drive customer success in a dynamic, remote environment. If you are dedicated to creating exceptional support experiences, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Experience Manager - Technical Support
Posted 5 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology company, is seeking a dynamic and experienced Senior Customer Experience Manager to lead their technical support operations. This is a fully remote position, allowing you to manage and optimize customer interactions from anywhere. You will be responsible for developing and implementing strategies to enhance the overall customer experience, ensuring timely and effective resolution of technical issues, and driving customer satisfaction and loyalty. The ideal candidate will possess strong leadership skills, a deep understanding of customer service principles, and a passion for leveraging technology to improve support processes.
Responsibilities:
Responsibilities:
- Develop and execute a comprehensive customer experience strategy for the technical support function, focusing on service excellence and customer satisfaction.
- Lead, mentor, and manage a team of technical support specialists, fostering a high-performance culture and ensuring adherence to service level agreements (SLAs).
- Oversee daily support operations, including ticket management, issue resolution, and escalation procedures.
- Analyze customer feedback, support metrics, and trends to identify areas for improvement in products, services, and support processes.
- Implement and optimize customer support tools and technologies (e.g., CRM, ticketing systems, knowledge bases) to enhance efficiency and effectiveness.
- Develop and maintain comprehensive support documentation, FAQs, and self-service resources for customers.
- Collaborate with product development, engineering, and sales teams to advocate for customer needs and drive product improvements.
- Establish and monitor key performance indicators (KPIs) for the customer support team, such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).
- Manage customer escalations and ensure timely and satisfactory resolution of complex issues.
- Stay abreast of industry best practices in customer experience and technical support.
- Bachelor's degree in Business Administration, Management, Marketing, or a related field.
- Minimum of 5 years of experience in customer service management, technical support leadership, or customer experience roles, preferably in a technology-driven company.
- Proven experience in managing and developing high-performing customer support teams.
- Strong understanding of customer support best practices, service level agreements (SLAs), and key performance indicators (KPIs).
- Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to effectively manage customer escalations and resolve complex issues.
- Demonstrated ability to develop and implement customer-centric strategies.
- Strong analytical skills with the ability to interpret data and drive insights.
- Experience working in a fully remote team environment and managing distributed teams effectively.
- Passion for delivering exceptional customer service and building strong customer relationships.
This advertiser has chosen not to accept applicants from your region.
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