Hiring Customer Service/Support Manager

Job Title:

Job Type: Full-Time

Job Summary:

We are looking for an experienced Customer Support Manager to lead our customer support

team and ensure exceptional client communication and service delivery. The ideal candidate

will have a robust background in managing customer interactions, resolving escalations, and

mentoring a team to enhance overall customer satisfaction. This role requires excellent

leadership, problem-solving, and communication skills.

Key Responsibilities:

• Lead and manage the customer support team, ensuring efficient operations and high

performance.

• Serve as the primary point of contact for client communication, addressing concerns,

providing updates, and ensuring customer satisfaction.

• Develop and implement customer service policies and procedures to enhance the

customer experience.

• Monitor team performance through KPIs and provide coaching and feedback to

improve efficiency and effectiveness.

• Handle escalated customer issues, providing timely and professional resolutions.
• Train and mentor customer support representatives to enhance service quality and

customer interactions.

• Analyze customer feedback and recommend improvements to products, services,

and support processes.

• Maintain accurate records of customer interactions, issues, and resolutions.
• Stay updated with industry trends and best practices to continuously improve

customer support operations.

Qualifications & Skills:

• Bachelors degree is a must. MBA would be preferred.
• Minimum of 5 years of experience in customer support management, preferably in a

US industry.

• Strong leadership and team management skills with the ability to motivate and

mentor employees.

• Excellent verbal and written communication skills for effective interaction with clients

and internal teams.

• Problem-solving mindset with the ability to handle challenging customer situations

professionally.

• Proficiency in customer support software, CRM systems, and reporting tools.
• Ability to multitask, prioritize tasks, and manage time efficiently in a fast-paced

environment.

• Experience in process improvement and implementing best practices for customer

service.

Preferred Qualifications:

• Experience working with international clients.
• Knowledge of customer service metrics and analytics.
• Familiarity with customer support tools like Zendesk, Fresh desk, or Salesforce.