Customer Support Manager

Customer Support Manager Opportunity Lead, Inspire, and Elevate Customer Experience

An exciting opportunity has opened for an experienced Customer Support Manager to guide a high-performing support team within a dynamic e-learning company dedicated to delivering exceptional customer satisfaction.

Position: Customer Support Manager
Department: Customer Support
Reports to: Web Division Manager
Time zone: From 3:00 to 11:00 AM PST

Within this role, leadership will be provided to a talented customer support team, ensuring every customer interaction reflects the company's mission to empower learners worldwide. A culture of excellence, continuous improvement, and customer-centric service will be fostered.

Key Responsibilities:

Team Leadership:
Guidance, mentorship, and development will be provided to the support team, encouraging professional growth and a positive work environment.

Support Strategy:
Customer support strategies will be developed and implemented to align with the company's mission and customer satisfaction goals.

Process Improvement:
Support processes will be assessed and refined for maximum efficiency and impact.

Issue Resolution:
Escalated customer concerns will be managed and resolved promptly, maintaining high standards of service.

Cross-Department Collaboration:
Collaboration will be maintained with Product, Sales, and Marketing teams to ensure customer feedback shapes products and services.

Customer Feedback & Reporting:
Customer feedback will be collected and analyzed to identify trends and drive improvements. Regular reports will be prepared on key support metrics and performance outcomes.

Ideal Background & Skills:

• Proven experience leading and managing customer support teams, preferably within the e-learning or technology sectors.
• Demonstrated success in improving support processes and elevating customer satisfaction.
• Strong proficiency in CRM systems and support tools.
• Exceptional communication and interpersonal skills, with the ability to engage with diverse stakeholders.
• A collaborative approach and proven ability to work cross-functionally.
• Analytical mindset with confidence in using data to drive decisions and improvements.

Impact of the Role:

By providing exceptional leadership and strategic direction, this position plays a vital role in strengthening customer loyalty, enhancing the user experience, and supporting the company's growth and reputation for excellence.

Candidates with a passion for delivering outstanding customer experiences and leading teams to success are encouraged to apply and contribute to an environment where customer care is always a top priority.