Customer Support Manager - Europe Market

As a Customer Support Manager for our Europe markets, you will be responsible for managing the day-to-day functions of the customer support department. Your primary goal will be to improve customer service experience, create engaged customers, and drive organic growth. You will develop service procedures, policies, and standards to enhance customer satisfaction, as well as respond to escalated customer support issues. Your role will involve keeping accurate records, documenting customer service actions and discussions, and analysing statistics to compile accurate reports. You will recruit, mentor, and lead customer service executives, fostering an environment where they can excel through encouragement and empowerment. Additionally, you will inform the team of new information related to products, procedures, and trends, and assess support statistics to prepare detailed reports. As a part of your responsibilities, you will be involved in interviewing and hiring new employees, overseeing the team's ongoing training efforts, delivering performance evaluations, and following the disciplinary process according to company policy. Managing the budget of the customer support department and staying ahead of industry developments to apply best practices for improvement will also be key aspects of your role. To be successful in this position, you should have a good academic record and at least 8 years of proven experience as a customer support specialist, preferably in a similar environment. Thorough knowledge of legislation related to consumer protection, prior experience in a managerial or supervisory role, and top-notch oral, written, and interpersonal abilities are essential. Strong arbitration skills, multitasking abilities, and the capability to remain impartial are also required traits for this role.,