Customer Support Manager

You will be working with Freakins, a rapidly expanding fashion brand that is committed to providing top-notch apparel while prioritizing customer satisfaction. As the Customer Support Manager, your role will involve leading the support team, elevating customer experience, and optimizing operational efficiency. Your responsibilities will include managing, guiding, and nurturing the customer support team to ensure exceptional performance. Overseeing customer interactions through various channels such as email, chat, social media, and calls will be crucial to maintaining a high level of service. You will also be responsible for addressing escalations, resolving intricate customer issues, and ensuring prompt solutions. Identifying deficiencies in support processes, implementing effective solutions to boost efficiency and response times, and monitoring key metrics like response time, resolution time, CSAT, and NPS will be part of your routine. Collaborating closely with internal departments such as operations, logistics, product, and marketing to address customer queries and enhance the overall experience will be essential. Conducting training sessions to enhance team members" skills in best practices, product knowledge, and customer service etiquette will also be a key aspect of your role. Leveraging CRM tools and customer support software for streamlined communication and reporting will aid in your tasks. To excel in this role, you should possess 5-10 years of customer support experience, including 2-3 years in a managerial or leadership capacity. Strong problem-solving abilities, effective communication skills (both verbal and written), familiarity with customer service platforms like Zendesk or Freshdesk, and the capability to analyze customer feedback for actionable improvements are prerequisites. Prior experience in the fashion or e-commerce industry will be advantageous. In return, we offer a competitive salary and benefits, the chance to be part of a rapidly growing fashion brand, a vibrant and collaborative work environment, as well as opportunities for career advancement and leadership development.,