Customer Support Manager

Job Description

Key Responsibilities 1. Customer Support Strategy Design and implement a comprehensive customer service strategy for the e-commerce division. Develop policies, procedures, and standards to ensure high-quality support. Utilize analytics to monitor customer satisfaction, response times, and resolution rates. 2. Team Leadership Build, train, and lead a team of customer support executives. Set performance metrics and conduct regular evaluations to maintain service excellence. Foster a culture of empathy, problem-solving, and continuous improvement. 3. Customer Query Management Oversee the resolution of customer queries across channels such as email, chat, social media, and phone. Ensure timely and satisfactory resolutions for issues related to orders, deliveries, returns, refunds, and exchanges. Handle escalations and complex customer complaints with professionalism. 4. Cross-Functional Collaboration Work closely with the logistics, warehouse, and technology teams to resolve order and delivery-related issues. Liaise with the marketing team to align on promotional activities and customer communication. 5. Reporting and Insights Generate regular reports on key performance indicators (KPIs) like response times, resolution rates, and customer satisfaction scores (CSAT). Provide actionable insights to improve customer experience and reduce complaints. 7. Customer Feedback and Advocacy Collect and analyze customer feedback to identify pain points and opportunities for improvement. Advocate for the customer within the organization by highlighting trends and suggesting solutions. Key Requirements Education and Experience Bachelors degree in Business Administration, Communication, or a related field. 5+ years of experience in customer support, preferably in an e-commerce or retail environment. Proven track record of managing customer service teams. Skills Exceptional communication and interpersonal skills. Strong problem-solving and conflict-resolution abilities. Proficiency in CRM platforms and customer support tools. Analytical mindset with experience in generating and interpreting reports. Ability to work under pressure in a fast-paced environment. Attributes Empathy and a genuine passion for customer satisfaction. Leadership skills to inspire and guide a team. Strategic thinking with attention to detail.