Customer Support Manager

As a Customer Support Manager, your role involves leading, mentoring, and motivating a team of customer support executives to deliver exceptional service. You will conduct regular training and performance reviews to ensure team effectiveness and manage staffing levels, scheduling, and workload distribution to maintain service standards. Ensuring timely resolution of customer queries, complaints, and escalations through multiple channels such as email, chat, phone, and social media will be crucial. Key Responsibilities: - Monitor key metrics such as CSAT, NPS, FCR, and TAT to drive continuous improvement - Implement best practices and SOPs to enhance the overall customer experience - Identify recurring issues and work with cross-functional teams to eliminate root causes - Develop and refine processes, workflows, and knowledge bases for efficient operations - Generate and present performance reports, insights, and recommendations to management - Oversee CRM and helpdesk software usage, ensuring optimal configuration and team adoption - Collaborate with IT/product teams to enhance support tools and self-service options - Build long-term relationships with key customers and ensure proactive communication - Implement customer feedback mechanisms to identify improvement areas - Contribute to strategies aimed at reducing churn and improving retention rates Qualifications Required: - Bachelor's degree (MBA preferred) - 5+ years of experience in customer support, with at least 2 years in a managerial role - Education Industry experience mandatory - Excellent communication, problem-solving, and leadership skills - Experience with CRM/helpdesk tools (e.g., i buddy campus etc) - Strong analytical mindset and data-driven approach In addition to the role overview and key responsibilities, no additional details about the company were provided in the job description.,