3 Senior Customer Support Manager jobs in whatjobs
Senior Customer Support Manager
Posted 17 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Manager to lead their customer service operations. This role is fully remote, enabling you to manage a globally distributed team and contribute to exceptional customer experiences from anywhere. The ideal candidate possesses a deep understanding of customer support best practices, team leadership, and performance management. You will be responsible for setting service standards, implementing efficient support processes, and ensuring high levels of customer satisfaction. This position requires strong problem-solving skills, excellent communication, and the ability to inspire and motivate a team.
Responsibilities:
Qualifications:
This is a remote position, based out of Mombasa, Mombasa, KE . Join our client's team and help build exceptional customer relationships!
Responsibilities:
- Lead, mentor, and manage a team of customer support representatives, fostering a positive and productive work environment.
- Develop and implement customer support strategies, policies, and procedures to enhance service quality.
- Monitor and analyze customer support metrics (e.g., response time, resolution rate, CSAT) to identify areas for improvement.
- Ensure timely and effective resolution of customer inquiries, complaints, and issues across various channels (phone, email, chat, social media).
- Train new hires and provide ongoing coaching and development to the support team.
- Collaborate with other departments (e.g., product, sales) to address customer feedback and improve overall customer experience.
- Manage the allocation of resources and workload distribution within the support team.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Identify trends in customer issues and proactively recommend product or service improvements.
- Handle escalated customer issues and complex problem-solving cases.
- Ensure compliance with company standards and service level agreements (SLAs).
- Contribute to the development and implementation of customer support technologies and tools.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service or support roles, with at least 3 years in a management or supervisory capacity.
- Proven experience in managing and motivating remote customer support teams.
- Strong understanding of customer service principles, best practices, and performance metrics.
- Proficiency in customer support software and CRM systems (e.g., Zendesk, Salesforce, Intercom).
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze data and derive actionable insights.
- Experience in developing and delivering training programs.
- Strong organizational and time management skills.
- Adaptability and ability to thrive in a fast-paced, remote work environment.
This is a remote position, based out of Mombasa, Mombasa, KE . Join our client's team and help build exceptional customer relationships!
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Support Manager
Posted 11 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Senior Customer Support Manager to lead their remote customer service team. This role is vital in ensuring exceptional customer experiences, resolving complex issues, and continuously improving support processes. The ideal candidate will have a strong background in customer service management, team leadership, and developing effective support strategies.
Responsibilities:
Qualifications:
Responsibilities:
- Lead, train, and mentor a remote customer support team, fostering a culture of excellent service and continuous improvement.
- Develop and implement customer support policies, procedures, and best practices to ensure consistent and high-quality service delivery.
- Manage incoming support requests across various channels (phone, email, chat, social media), ensuring timely and effective resolution.
- Handle escalated customer issues, demonstrating advanced problem-solving skills and empathy.
- Monitor customer support performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and implement strategies for improvement.
- Analyze customer feedback and support trends to identify areas for product or service enhancement.
- Collaborate with other departments (e.g., product, sales, engineering) to address customer issues and advocate for customer needs.
- Develop and maintain comprehensive knowledge base articles and FAQs for both customers and support agents.
- Ensure compliance with company standards and service level agreements (SLAs).
- Recruit, onboard, and manage the performance of customer support representatives.
- Stay updated on industry best practices and emerging technologies in customer service and support.
- Drive initiatives to enhance customer loyalty and retention through superior support.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service or support roles, with at least 3 years in a management or supervisory capacity, preferably leading remote teams.
- Proven ability to build and lead high-performing customer support teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer support software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Demonstrated ability to analyze data and use insights to improve customer experience.
- Experience in developing and implementing customer support strategies and SLAs.
- Empathetic and customer-centric approach to service delivery.
- Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
- Proficiency in conflict resolution and de-escalation techniques.
This advertiser has chosen not to accept applicants from your region.
1
Senior Customer Support Manager
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Manager to lead their fully remote customer service and helpdesk operations. This role is critical in ensuring exceptional customer experiences by managing and optimizing support channels, leading a team of support specialists, and implementing best practices in customer care. The ideal candidate will have a proven track record in customer support management, strong leadership skills, and a deep understanding of customer service technologies and strategies. Responsibilities include developing and enforcing support policies, training and mentoring the support team, monitoring service levels, analyzing customer feedback, and driving continuous improvement initiatives. The successful candidate must be adept at managing a remote team, fostering a positive and productive work environment, and resolving complex customer issues effectively. This position requires outstanding communication, problem-solving, and interpersonal skills. You will play a key role in shaping the company's reputation for outstanding customer service. This is an exciting opportunity to lead a dedicated team and make a significant impact on customer satisfaction and loyalty from a remote setting. We are looking for a proactive leader committed to excellence in customer support.
Key Responsibilities:
Key Responsibilities:
- Lead, manage, and mentor a remote team of customer support specialists.
- Develop and implement customer support strategies, policies, and procedures.
- Oversee daily operations of the helpdesk, ensuring timely and effective issue resolution.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Train and onboard new support team members, providing ongoing coaching and development.
- Manage escalations and resolve complex customer issues.
- Collaborate with other departments to address customer concerns and improve product/service offerings.
- Maintain and improve knowledge base articles and support documentation.
- Foster a customer-centric culture within the support team and the wider organization.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer support, with at least 2 years in a management or leadership role.
- Proven experience managing remote customer service teams.
- Strong understanding of helpdesk software, CRM systems, and customer support best practices.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability in problem-solving, conflict resolution, and decision-making.
- Proficiency in analyzing support metrics and implementing data-driven improvements.
- Ability to motivate and develop a high-performing remote team.
- Experience with (Specific Industry Software, e.g., Zendesk, Salesforce Service Cloud) is a plus.
This advertiser has chosen not to accept applicants from your region.
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