Customer Service Support Manager

Customer Support Manager Job Overview: The Customer Support Manager at Dot and Key is responsible for overseeing and enhancing the customer support function within the organization. This role involves 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: 1) Team Management: Lead, mentor, and motivate the customer support team. Conduct regular performance reviews, provide feedback and professional development. Manage scheduling, staffing and resource allocation to meet support demand. 2) Customer Experience: Develop and implement strategies to improve overall customer satisfaction and loyalty. Analyse customer feedback and support metrics to identify areas of improvement. Handle complex or escalated customer issues and timely resolution. 3) Process Improvement: 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 4) Training and Development: 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. 5) Collaboration: Work closely with other departments, such as 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. 6) Reporting and Analysis: Prepare and present regular reports on customer support activities, trends, and performance metrics. Utilize data to make informed decisions and drive strategic initiatives. 7) Compliance and Standards: 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. At least 6-8 years of experience in customer support, with 3 years in a managerial or supervisory role. Show more Show less