Customer Support Manager

Customer Support Manager

Key Responsibilities

• Oversee daily operations of the customer support function.
• Design and implement service procedures, policies, and standards to improve customer satisfaction and drive organic growth.
• Monitor and resolve escalated customer issues promptly and effectively.
• Maintain accurate documentation of customer interactions and support actions.
• Analyze support data, generate insights, and prepare regular reports.
• Recruit, onboard, and manage a high-performing team of customer service executives.
• Foster a supportive, growth-oriented team environment through coaching and mentorship.
• Keep the team updated on product changes, process updates, and customer trends.
• Lead hiring, training, and performance management activities.
• Monitor team training initiatives and ensure continuous skill development.
• Conduct performance evaluations and manage disciplinary processes in line with company policies.
• Manage the department’s budget effectively.
• Stay up to date with industry trends and implement best practices to improve service quality.

Requirements

• Strong academic background.
• 8+ years of experience in customer support, preferably in a similar market or industry.
• Previous experience in a managerial or supervisory capacity is essential.
• Deep understanding of consumer protection laws and compliance standards.
• Excellent written, verbal, and interpersonal communication skills.
• Strong problem-solving, conflict resolution, and decision-making abilities.
• Proven ability to manage multiple priorities with accuracy and efficiency.