Customer Support Manager (work from anywhere)
Location: REMOTE position
Our
Customer Support Manager is responsible for keeping the department running
in an efficient and profitable manner, to increase customer satisfaction,
loyalty and retention.
Responsibilities
- Improve customer service
experience, create engaged customers and facilitate organic growth
- Take ownership of customers'
issues and follow problems through to resolution
- Set a clear mission and deploy
strategies focused towards that mission
- Develop service procedures,
policies and standards
- Keep accurate records and document
customer service actions and discussions
- Analyze statistics and compile
accurate reports
- Recruit, mentor and develop
customer service agents and nurture an environment where they can excel
through encouragement and empowerment
- Keep ahead of industry’s
developments and apply best practices to areas of improvement
- Adhere to and manage the
approved budget
- Maintain an orderly workflow
according to priorities
Requirements- Proven working experience as a
customer service manager
- Experience in providing
customer service support
- Excellent knowledge of
management methods and techniques
- Working knowledge of customer
service software, databases and tools like Intercom.
- Awareness of industry’s latest
technology trends and applications
- Ability to think strategically
and to lead
- Strong client-facing and
communication skills
- Advanced troubleshooting and
multi-tasking skills
- Can create detailed customer
service orientation
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