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Entry LevelFull-timeReact
Salary Range
$16,320 - $22,080 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a dynamic and experienced Customer Support Manager to establish and lead our new Customer Support team. This team will be responsible for managing reactive inbound support, ensuring our customers receive timely, effective, and empathetic assistance.
Key Responsibilities
- →Recruit, onboard, and train a team of Customer Support Representatives to deliver exceptional customer support.
- →Provide ongoing coaching, mentorship, and performance management to ensure team success.
- →Design and implement efficient workflows, processes, and tools to manage inbound customer inquiries effectively.
- →Monitor and analyze team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement improvements as needed.
- →Oversee the day-to-day operations of the Customer Support team, ensuring timely and high-quality responses to customer inquiries via email, phone, chat, or other channels.
- →Act as an escalation point for complex or high-priority customer issues, ensuring swift resolution and customer satisfaction.
- →Partner with Product, Sales, and Operations teams to provide feedback on customer pain points and identify opportunities for improvement.
- →Work closely with the Customer Success team to ensure alignment and a seamless customer experience.
Requirements
- ✓Proven experience in a leadership role within customer support or a related field.
- ✓Strong understanding of customer support processes, tools, and metrics.
- ✓Excellent communication, interpersonal, and problem-solving skills.
- ✓Ability to build and manage high-performing teams.
- ✓Experience with developing and maintaining a knowledge base and other resources to empower the team.
