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Customer Service Manager

2 months ago

Montreal, Quebec, Canada 360 Inc. Full time
Support Manager Job Description

We are seeking a highly skilled and experienced Support Manager to join our team at 360.Agency. As a Support Manager, you will be responsible for leading our support team operations, ensuring performance goals are met, and providing top-quality customer service.

Key Responsibilities:
  • Operations Management: Supervise and coordinate the daily activities of the team, ensuring optimal operational efficiency.
  • Team Leadership: Lead, motivate, and mentor the team leader and Product Support Advisors (PSAs), fostering a positive and productive work environment.
  • Performance: Define and monitor key performance indicators (KPIs) and implement action plans to achieve set objectives.
  • Training and Development: Identify training needs, develop and implement ongoing training programs for the PSAs.
  • Continuous Improvement: Analyze current processes, identify improvement opportunities, and implement strategies to optimize performance and reduce resolution times.
  • Customer Satisfaction: Ensure exceptional customer service by implementing quality practices, handling complaints, and guaranteeing prompt and effective problem resolution.
  • Resource Management: Plan and manage PSAs to meet operational needs.
  • Reporting: Prepare and present reports on team performance to management.
  • Collaboration: Collaborate with other departments to ensure customer needs are well understood and addressed promptly.
Requirements:
  • Experience: Minimum of 2 years of team management experience.
  • Communication: Excellent oral and written communication skills in English and French.
  • Leadership Skills: Strong leadership and team management skills.
  • Customer Focus: Commitment to customer satisfaction and continuous improvement.
  • Analytical Skills: Ability to analyze data and use the results to improve performance.
  • Organization: Strong organizational skills and ability to work under pressure.
  • Tools: Knowledge of Jira (an asset).

At 360.Agency, we value talents and skills, offering growth opportunities within the company. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.