Customer Service Manager (Global Support Team)

a; Paris; Sur place; EUR 45 000 - 85 000; Plein temps

Résumé du poste

An established industry player is on the lookout for a Customer Service Manager to lead their global support team. This role is pivotal in ensuring outstanding service delivery and continuous improvement of customer experiences. The ideal candidate will leverage their leadership skills and strategic planning abilities to foster a customer-centric culture. You will oversee daily operations, manage KPIs, and collaborate with various departments to enhance service delivery. If you're passionate about customer service and ready to make a significant impact, this opportunity is for you.

Qualifications

• 5+ years in customer service management, including global leadership experience.
• Strong understanding of customer service KPIs and process improvement.

Responsabilités

• Lead a global customer support team, ensuring high levels of customer satisfaction.
• Develop strategies for customer support aligning with organizational goals.

Connaissances

Customer Service Management

Leadership

Strategic Planning

Communication Skills

Problem-Solving

Analytical Skills

Conflict Resolution

Formation

Bachelor’s in Business Administration

Master’s in Business Administration

Outils

Intercom

Description du poste

We are seeking an experienced and highly motivated Customer Service Manager to lead and manage our global customer support team. The ideal candidate will be customer-centric, focused on delivering outstanding service, and capable of driving continuous improvements in service delivery. The Customer Service Manager will oversee day-to-day operations, lead a diverse team across various regions, and ensure that performance metrics and KPIs are aligned with company goals. This role demands excellent leadership skills, strategic planning, and a passion for delivering exceptional customer experiences.

Key Responsibilities

1. Team Leadership & Development
   1. Manage a global customer support team, providing guidance, support, and mentorship to customer service representatives in multiple regions.
   2. Foster a collaborative team environment, ensuring all team members are motivated, productive, and focused on achieving high levels of customer satisfaction.
   3. Conduct regular one-on-one meetings, performance reviews, and provide ongoing feedback to ensure team members’ professional growth.
   4. Implement new tools (UX and AI) to enhance efficiency and effectiveness of the department.
   5. Implement training and development programs to enhance the team's skills and service delivery.
2. Customer-Centric KPI Management
   1. Establish, monitor, and report on key performance indicators (KPIs) such as CSAT, NPS, FCR, AHT, and CES.
   2. Drive a customer-first culture by ensuring that the team consistently meets and exceeds set performance targets.
   3. Analyze performance data to identify trends, strengths, and areas for improvement, and implement corrective actions as necessary.
3. Planning & Execution
   1. Develop and execute short-term and long-term customer support strategies to ensure global service delivery aligns with organizational goals and customer expectations.
   2. Manage customer service workflows to ensure efficient and effective case resolution, balancing customer satisfaction with operational efficiency.
   3. Collaborate with internal departments (e.g., Product, Marketing, Sales) to resolve customer concerns and ensure a seamless customer experience.
4. Global Operations Management
   1. Oversee the coordination of the global customer support team, ensuring timely responses and service across different time zones.
   2. Maintain SLAs and ensure consistency in service delivery across regions.
   3. Manage staffing levels, scheduling, and resource allocation to ensure optimal coverage and response times.
5. Customer Escalation Management
   1. Act as the point of escalation for complex or high-priority customer issues, ensuring timely and effective resolution.
   2. Develop and implement escalation procedures that allow the team to address and resolve critical customer concerns swiftly.
6. Continuous Improvement
   1. Identify opportunities to enhance customer service operations, processes, and technologies.
   2. Implement feedback loops and use customer insights to influence service improvements and product enhancements.
   3. Regularly review support tools, systems, and technologies; recommend upgrades or changes as needed.
7. Reporting & Analysis
   1. Create regular performance reports for senior leadership.
   2. Use data-driven insights to guide decision-making and implement strategic improvements in support processes.
8. Customer Experience Strategy
   1. Contribute to a company-wide customer experience strategy by aligning service goals with broader company objectives.
   2. Collaborate with cross-functional teams to create initiatives that improve the customer journey across touchpoints.

Required Qualifications

1. Bachelor’s in Business Administration, Management, or related field (Master’s preferred)
2. 5+ years of experience in customer service/support management, with at least 2 years in a global leadership role
3. Strong understanding of customer service KPIs
4. Proven experience in process improvement and customer-centric changes
5. Excellent communication, problem-solving, and conflict-resolution skills
6. Strong analytical skills and data-driven decision making
7. Ability to manage cross-cultural teams in a global environment
8. Experience with support software (e.g., Intercom)

Preferred Skills

1. Experience managing multilingual teams and providing support across diverse regions