Assistant Manager Customer Success

The Assistant Manager - Customer Success at Dot and Key plays a crucial role in overseeing and enhancing the customer support function within the organization. Your responsibilities include managing a team of customer support representatives, creating strategies to elevate customer satisfaction levels, and ensuring that the support team consistently delivers high-quality service that aligns with company standards. As the Assistant Manager, you will lead, mentor, and motivate the customer support team. Conducting regular performance reviews, offering constructive feedback, and facilitating professional development opportunities will be part of your routine. Additionally, managing scheduling, staffing, and resource allocation to effectively meet support demands will be essential to your role. Your focus on customer experience involves developing and implementing strategies to enhance overall customer satisfaction and loyalty. You will analyze customer feedback and support metrics to pinpoint areas for improvement, addressing complex or escalated customer issues promptly and effectively. Process improvement is another key aspect of your role. You will evaluate and enhance customer support processes and procedures, integrating best practices and innovative solutions to boost efficiency and effectiveness. Monitoring and reporting on key performance indicators (KPIs) to track team performance and customer satisfaction will also be part of your responsibilities. In terms of training and development, you will design and deliver training programs for both new and existing team members. Ensuring that the team is well-versed in company products, services, and policies, and fostering a culture of continuous learning and improvement are crucial components of this role. Collaboration with other departments such as Sales, Product, and Marketing is essential to guarantee a unified approach to customer service. Providing valuable feedback to product and development teams based on customer insights and support trends is also part of your role. You will be responsible for preparing and presenting regular reports on customer support activities, trends, and performance metrics. Utilizing data to make informed decisions and drive strategic initiatives will be vital to your success in this position. Maintaining compliance with company policies, procedures, and industry regulations, as well as upholding a high standard of professionalism and service excellence, are also key aspects of the role. Qualifications for this position include a Bachelor's degree in Business Administration, Communications, or a related field. Additionally, a minimum of 4-6 years of experience in customer support, with at least 2 years in a managerial or supervisory role, is required.,