Customer Support Manager

Job Description

Key Responsibilities: 1. Lead and manage the customer support team to ensure exceptional service delivery. 2. Develop and implement customer service policies and procedures to enhance user experience. 3. Address customer queries, complaints, and concerns effectively, ensuring timely resolution. 4. Analyze customer feedback to improve service quality and streamline processes. 5 Collaborate with internal teams (Sales, Marketing, and Product Development) to enhance customer satisfaction. 6. Utilize CRM tools and technology to optimize customer support workflows. 7. Train and mentor the customer support team to maintain high service standards. 8. Monitor key performance indicators (KPIs) to assess customer service efficiency and effectiveness. 9. Maintain compliance with industry standards and best practices for customer support in biotech and life sciences. Required Skills & Qualifications: 1. Bachelor's or Master's degree in Biotechnology, Life Sciences, or a related field. 2. 5+ years of experience in customer support or service management, preferably in biotech, life sciences, or healthcare domains. 3. Strong leadership and team management skills. 4. Excellent communication, problem-solving, and interpersonal skills. 5. Proficiency in CRM software and customer support tools. 6. Ability to analyze data and customer trends to drive improvements. 7. Strong decision-making abilities and a customer-first approach. Preferred Qualifications: 8. Experience in handling B2B and B2C customer interactions. 9. Knowledge of industry regulations and compliance standards. 10. Certification in Customer Service Management or equivalent.