Customer Support Manager

Customer support manager is responsible to lead the team of the customer support specialists by ensuring that clients receive assistance with the technical aspects of products or services. Several duties are also required including but not limited to performance management, training, hiring, documentation and reporting.

Responsibilities:

• Managing the customer support team’s day-to-day functions by providing guidance, training and support. Also, delegating tasks and projects for team members.
• Responding to escalated customer support issues.
• Implementing customer support processes to enhance customer satisfaction.
• Prior to each feature release, informing the team of all the information related to products, procedures and trends.
• Interviewing and hiring new employees
• Overseeing and evaluating the team’s ongoing efforts.
• Proactively reaches out to customers to provide support and ensure renewals and retention of customers.
• Ability to present and train on the entire product, understand customers real requests, guide them on the platform and keeping the customers fully engaged.
• Ensures that the team responds in a timely and accurate manner to calls, ensuring that questions and concerns are treated in a respectful and professional manner.
• Communicates and explains the value of the platform and ensures customer user adoption.
• Ensuring the customers satisfaction 100%.
• Documenting and reporting daily tasks.

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Skills and Qualifications:

• Excellent knowledge of English language, both written and verbal
• Quick problem solver
• Ability to deal with customers at all levels
• Ability to multi-task
• Relationship builder

Work experience:

• Minimum of 5 years of experience in customer support role
• Experience using JIRA preferred
• Recruiting and building a team, managing performance, people-management experience.

If you are interested in this position, please submit your resume to the email address ([email protected]) titled "Customer Support Manager". 

Only qualified candidates will be contacted.