Customer Service Support Manager

As a Customer Support Manager at MARS Cosmetics, you will play a pivotal role in ensuring seamless communication between customers, internal operations, and product teams. Your responsibilities will include setting targets, monitoring team performance, coaching team members, and maintaining service standards to provide prompt and empathetic resolution to customer queries and issues. You will also be responsible for creating and maintaining support workflows, guidelines, knowledge base, and training materials to streamline processes for the team. Key Responsibilities: - Manage the customer support team by setting targets, monitoring performance, and coaching team members to meet service standards. - Handle customer questions, complaints, and issues with empathy and efficiency. - Develop and maintain support workflows, guidelines, knowledge base, and training materials for the team. - Utilize feedback and data to identify recurring issues and collaborate with other departments for process improvements. - Act as the main escalation point for serious or urgent customer issues, coordinating across teams for effective resolution. - Train new and existing team members to enhance their communication skills, product knowledge, and customer-service mindset. - Track key support metrics and report insights and improvement ideas to senior management. - Ensure support operations adhere to brand guidelines and customer-promise standards. Key Skills & Experience: - 4-7 years of experience in customer support or service operations, with 1-2 years in a leadership role. - Proficiency in support systems/tools and ability to enhance processes. - Strong verbal and written communication skills with a customer-first mindset. - Analytical mindset to analyze data, identify trends, and propose improvements. - Experience or understanding of retail/online business or beauty industry is a plus. - Ability to train, coach, and motivate a support team. - Proficiency in Microsoft Office applications and presentation skills. - Adaptability to thrive in a fast-paced growth environment. - A bachelor's degree in any discipline is preferred. Joining MARS Cosmetics will offer you a chance to work with a rapidly growing beauty brand dedicated to innovation, diversity, and quality. You will have ownership over shaping customer support strategies, influencing brand experience, and contributing to real improvements. Additionally, you will be part of a friendly, collaborative culture where your voice is valued, and opportunities for growth align with the mid-senior level role's competitive salary and benefits.,