Manager, Customer Support

2 weeks ago


London, Canada Voices Full time

Position: Manager, Customer Support

Department: Customer Service

Reports to: Director, Customer Experience

Employment Type: Full-time

**About the Role**:
**Key Responsibilities**:
**Team Leadership**:
Lead, mentor, and manage a team of customer support representatives.- Conduct regular team meetings, performance reviews, and training sessions to ensure continuous improvement.- Foster a positive and productive work environment, encouraging teamwork and professional growth.

**Customer Support Operations**:
Oversee the day-to-day operations of the customer support department, ensuring timely and effective resolution of customer issues.- Develop and implement customer service policies, procedures, and standards.- Monitor and analyze support metrics to identify areas for improvement and implement necessary changes.

**Customer Satisfaction**:
Ensure high levels of customer satisfaction by maintaining service quality standards.- Handle escalated customer complaints and complex issues, providing solutions and ensuring follow-up.- Gather and analyze customer feedback to identify trends and recommend improvements.

**Performance Management**:
Set performance targets and KPIs for the customer support team.- Monitor team performance and productivity, providing regular reports to senior management.- Implement strategies to improve team performance and achieve departmental goals.

**Collaboration and Communication**:
Collaborate with other departments to ensure a seamless customer experience.- Communicate effectively with senior management, providing insights and recommendations for service improvements.- Maintain up-to-date knowledge of company products, services, and policies to provide accurate information to customers.

**Key Performance Indicators (KPIs)**:

- **Customer Satisfaction Score (CSAT)**:Measure of customer satisfaction based on survey responses.**First Response Time (FRT)**: Average time taken to respond to a customer's initial inquiry.**First Contact Resolution (FCR)**: Percentage of customer issues resolved on the first contact.**Average Handle Time (AHT)**:Average time taken to resolve customer issues.**Net Promoter Score (NPS)**:Measure of customer loyalty and likelihood to recommend the company.**Ticket Volume**: Number of customer support tickets handled, resolved and reporting on customer dispositions.**Employee Case Scorecards**:Ensure Voices Customer Support reps are following procedure and living the Voices Values through monthly case scorecard reviews.**Employee Satisfaction and Retention**: Metrics related to team satisfaction and turnover rates.**Adherence to Service Level Agreements (SLAs)**: Ensure intradepartmental procedures are being followed.

**Qualifications**:
Bachelor's degree in Business Administration, Management, or related field.- Minimum of 5 years of experience in customer support, with at least 2 years in a management role.- Strong leadership and team management skills.- Excellent communication and interpersonal skills.- Ability to analyze data and implement strategies for improvement.- Proficiency in customer support software and CRM systems (preferably Salesforce).- Strong problem-solving skills and ability to handle escalated issues effectively.



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