Customer Support Manager

New

Skills

AI-Powered Support Tools Coaching and Mentoring Conflict Resolution Cross-Functional Collaboration Customer Empathy Customer Support Management Data-Driven Decision Making Performance Metrics Analysis SaaS Product Knowledge Team Leadership

As the Manager of Customer Support, you will play a pivotal role in overseeing the daily and weekly performance across various support channels including email, chat, and phone. Your focus will be on maintaining optimal wait times, managing backlog, ensuring resolution quality, and enhancing customer sentiment.

Key Responsibilities
  • Manage and monitor performance metrics across support channels.
  • Proactively manage capacity, volume, and priorities to anticipate issues.
  • Ensure customers receive accurate and empathetic support during high-stress periods.
  • Utilize data to communicate trends, risks, and opportunities effectively.
  • Lead, coach, and develop a team of Support Specialists with an emphasis on accountability and growth.
  • Set clear expectations for the team, recognizing great performance and addressing gaps early.
  • Foster a culture of ownership and customer empathy within the team.
  • Collaborate with cross-functional teams to improve AI-assisted support.
  • Help translate customer pain points into actionable feedback.
  • Communicate clearly with stakeholders at various levels.
Required Skills & Qualifications
  • 3+ years of experience managing teams in customer support.
  • Proven leadership skills with a track record of driving performance.
  • Passion for coaching and mentoring early-career professionals.
  • Clear and confident communication skills, particularly in a SaaS environment.
  • Exposure to AI-powered support tools or automation (preferred).
  • Comfort working with Product, Engineering, and customer-facing teams (preferred).
  • Experience leading through change or growth (preferred).

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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