Job Title: Customer Support Manager
Job Overview: We are looking for an experienced and results-driven Customer Support Manager to lead our customer support team. The successful candidate will be responsible for managing a team of customer support representatives and ensuring that our customers receive timely and effective support.
Responsibilities:
- Manage a team of customer support representatives, providing coaching, guidance, and support to ensure that they are able to provide effective support to our customers
- Develop and implement customer support policies and procedures, ensuring that they are consistent with the company’s objectives and values
- Monitor customer support metrics, such as response time, resolution time, and customer satisfaction, and take action to address any issues or areas for improvement
- Collaborate with other teams, such as product development and sales, to ensure that customer feedback is effectively communicated and incorporated into product development and sales strategies
- Build and maintain relationships with key customers, and act as a point of escalation for complex or sensitive customer issues
- Develop and maintain training materials and resources for customer support representatives, ensuring that they have the skills and knowledge needed to provide effective support
- Maintain accurate and up-to-date customer support records, and provide regular reports to senior management on customer support metrics and issues
- Identify opportunities for process improvements, and implement changes as appropriate
Requirements:
- Bachelor’s degree in a related field, such as business, communications, or customer service
- Proven experience in customer support or related roles, with at least 3 years of experience in a managerial or supervisory role
- Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders at all levels of the organization
- Strong problem-solving and analytical skills, with the ability to identify issues and develop effective solutions
- Strong leadership and coaching skills, with the ability to motivate and inspire team members
- Familiarity with customer support software, such as Zendesk or Salesforce Service Cloud
- Ability to work in a fast-paced environment, and to manage multiple tasks and priorities simultaneously
- Strong attention to detail, and a commitment to delivering high-quality customer support
If you meet the above qualifications and are interested in the position of Customer Support Manager, please submit your resume and cover letter to andrew.holmes@dmnnetworks.com