Customer Support Team Manager

Job Brief

We are looking for a motivated and experienced support team manager to lead our support department. Support team manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. You will be up to date on industry products and trends, and train staff accordingly. The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

Responsibilities

  • Managing the customer support department’s day-to-day functions.
  • Responding to escalated customer support issues.
  • Implementing customer support processes to enhance customer satisfaction.
  • Formulating and revising customer support policies and promote their implementation.
  • Informing the team of all new information related to products, procedures, and trends.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team’s ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary process according to company policy.
  • Managing the budget of the customer support department.
  • Manage Global T1, T2 & T3 levels as well as field technicians

Requirements

  • 10+ years of experience in tech support/professional services (experience with SaaS and IoT devices an advantage)
  • Proven experience as a customer support specialist, preferably within a similar environment.
  • Prior experience in a managing support teams – must
  • Top-notch oral, written, and interpersonal abilities.
  • Strong analytical and troubleshooting skills
  • CRM system knowledge (JIRA, SalesForce, Zendesk etc. ) – advantage
  • Strong client support services skills (customer service)
  • Attention to detail
  • Strong organizational skills
  • Ability to think outside the box
  • Strong communication skills and excellent English
  • A degree in Mechanical/ Electrical Engineering / Industrial Engineering – must

Apply now

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