Customer Support Team Manager
3 days ago
The Customer Support Lead will report to the Customer Success Manager, providing guidance to a team of customer support professionals. The role focuses on maintaining high-quality customer service and ensuring effective issue resolution within established guidelines.
Key Responsibilities:
- Assist in implementing strategies that enhance customer support efficiency and quality
- Monitor support metrics to ensure alignment with organizational objectives and KPIs
- Promote a collaborative and customer-focused culture within the team
Operational Responsibilities include:
- Oversight of daily activities of the customer support team, ensuring adherence to standard operating procedures
- Coaching and training of team members to improve customer service skills and technical knowledge
- Acting as a secondary escalation point for challenging customer inquiries, ensuring timely resolution
- Regular performance assessments and feedback to the Customer Success Manager on team progress
- Support in updating and maintaining support documentation and processes
Requirements include:
- Minimum 3-5 years of experience in customer support, ideally within the telecom or technology sectors
- Proven ability to coach and lead a customer support team effectively
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