Customer Support Manager
Found in: Talent CA C2 - 2 weeks ago
Responsibilities:
- Manage the team to achieve established SLAs
- Lead and manage a team of customer support representatives, providing coaching, mentoring, and performance feedback.
- Develop and implement customer support policies and procedures.
- Establish and monitor key performance indicators (KPIs) for customer support, including response times, resolution rates, and customer satisfaction.
- Analyze customer feedback and identify opportunities for improvement.
- Work with product development and engineering teams to identify and resolve product issues.
- Stay up-to-date on the latest industry trends and best practices in customer support.
- Represent customer at Software at industry events and conferences.
Requirements
- Minimum of 3 years of experience in a customer support management role.
- Proven track record of success in leading and motivating a team.
- Strong understanding of customer service best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work independently and as part of a team.
- Proficient in Microsoft Office Suite and other relevant software.
Benefits
- Work-from-home remote opportunity
- Candidates must be located in Canada
- Reliable internet for communication is required
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