Customer Support Operations Manager

You will be responsible for building and maintaining relationships with all customers, resolving customer complaints quickly and efficiently. Your key responsibilities will include: - Maintaining and building relationships with customers through regular connect via call - Documenting, preparing reports, and updating interactions and feedback - Facilitating smooth customer onboarding - Updating data and ensuring effective communication - Conducting customer satisfaction surveys - Handling escalations and driving them to closure - Identifying opportunities for upselling and cross-selling based on customer needs and product offerings - Driving the renewal process to achieve and exceed retention targets To qualify for this role, you must have: - A minimum bachelor's degree in a relevant field - At least 10 years of experience as a customer service specialist or in a similar customer support role in the field of SaaS, hospitality, or aviation - Knowledge of customer engagement platforms and channels - A proven track record of meeting and exceeding retention and renewal targets - Proficiency in MS Office and CRM software - Exceptional interpersonal skills and a client-centered approach - Strong organizational and time management abilities - Excellent communication, collaboration, and problem-solving skills,