Assistant Manager Customer Support

As the Assistant Manager - Customer Support at Dot and Key, your role involves overseeing and enhancing the customer support function within the organization. You will be responsible for managing a team of customer support representatives, developing strategies to improve customer satisfaction, and ensuring that the support team delivers high-quality service in line with company standards. Key Responsibilities: - Lead, mentor, and motivate the customer support team. - Conduct regular performance reviews, provide feedback, and professional development opportunities. - Manage scheduling, staffing, and resource allocation to meet support demand. - Develop and implement strategies to enhance overall customer satisfaction and loyalty. - Analyze customer feedback and support metrics to identify areas of improvement. - Handle complex or escalated customer issues with timely resolution. - Evaluate and enhance customer support processes and procedures. - Implement best practices and innovative solutions to improve efficiency and effectiveness. - Monitor and report on key performance indicators (KPIs) to track team performance and customer satisfaction. - Design and deliver training programs for new and existing team members. - Ensure the team is knowledgeable about company products, services, and policies. - Promote a culture of continuous learning and improvement. - Work closely with other departments like Sales, Product, and Marketing to ensure a cohesive approach to customer service. - Provide feedback to product and development teams based on customer insights and support trends. - Prepare and present regular reports on customer support activities, trends, and performance metrics. - Utilize data to make informed decisions and drive strategic initiatives. - Ensure that the customer support team adheres to company policies, procedures, and industry regulations. - Maintain a high standard of professionalism and service excellence. Qualifications: - Bachelor's degree in Business Administration, Communications, or a related field. - Minimum 6-8 years of experience in customer support, with at least 3 years in a managerial or supervisory role.,