Customer Support Specialist

Key Responsibilities:

Strategic Leadership:

• Develop and implement strategies to build and scale an efficient and high-performing customer support team.
• Design and enhance processes, workflows, and tools to improve team productivity and service quality.
• Identify and implement innovative solutions to address customer needs and improve satisfaction metrics.

Operational Oversight:

• Oversee the smooth execution of all customer support processes and ensure timely resolution of customer queries and issues.
• Take ownership of the transition of services, ensuring minimal disruption and maximum efficiency during process or service updates.
• Collaborate with cross-functional teams to ensure consistent communication and alignment on customer support goals.

Team Building & Management:

• Recruit, onboard, and mentor team members to build a strong, customer-focused workforce.
• Define team KPIs and individual performance metrics to drive accountability and success.
• Foster a positive and collaborative team culture while providing ongoing training and development opportunities.

Customer Advocacy:

• Act as a key point of escalation for complex customer issues and complaints, ensuring satisfactory resolution.
• Use customer feedback and data to inform and advocate for product or service improvements.
• Build lasting relationships with customers by delivering exceptional support and care.