Customer Support Manager

As a Customer Service Manager, you will play a crucial role in leading the customer support function to ensure that every customer interaction reflects the premium brand values of the company. Your responsibilities will involve a mix of strategic leadership and hands-on problem-solving, all aimed at delivering exceptional service experiences across various touchpoints. Key Responsibilities: - Oversee all customer service operations including email, chat, phone, and social media channels. - Establish and monitor service level standards to guarantee timely, accurate, and empathetic responses to customer queries. - Provide training and mentorship to a team of customer service executives. - Effectively manage and resolve escalated customer issues promptly while safeguarding the brand reputation. - Develop and optimize processes to enhance efficiency, consistency, and overall customer satisfaction. - Monitor key performance indicators (KPIs) such as response time, resolution time, NPS, CSAT, etc., and generate periodic reports for the leadership team. - Implement relevant technology and tools to elevate the customer service capabilities. - Maintain a deep understanding of the company's products to provide customers with informed assistance. - Transform service interactions into opportunities for upselling, cross-selling, and strengthening brand loyalty. Qualifications Required: - Bachelor's degree in Business, Hospitality, or a related field (Master's degree preferred). - Minimum of 5 years of experience in customer service, with at least 2 years in a managerial capacity, ideally within F&B, hospitality, or premium retail sectors. - Possess strong leadership, communication, and interpersonal skills. - Demonstrated ability to handle high-pressure situations with professionalism and empathy. - Familiarity with CRM tools, ticketing systems, and customer feedback analytics. - A passion for coffee and a comprehension of premium brand positioning would be advantageous. (Note: No additional details about the company were provided in the job description.),