Customer Service Support Manager – UK Visa Sponsorship

Destinydot; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A renowned customer service firm in the Isle of Man is seeking a Customer Support Manager to lead their team. Key responsibilities include overseeing staff, enhancing support through AI technologies, and managing customer feedback. Ideal candidates should demonstrate managerial expertise and be proficient in multiple languages including English. This role offers relocation assistance and visa sponsorship.

Benefits

Relocation assistance

Visa sponsorship options

Work from home initially

Qualifications

• Demonstrated managerial expertise in customer support.
• Experience overseeing support staff and knowledge of live chat platforms.
• Proficient in multiple languages including Mandarin and English.

Responsibilities

• Oversee and lead customer service staff.
• Manage hiring, onboarding, training, and performance.
• Encourage the use of AI technologies in support.
• Analyze customer feedback for process improvement.

Skills

Managerial expertise

Proficient in Mandarin

Proficient in Malay

Proficient in Filipino

Proficient in Armenian

Proficient in written and spoken English

Experience with live chat platforms

Data analysis skills

AI technologies knowledge

Tools

Zendesk

Intercom

Job description

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Regarding the job

Location: Isle of Man; relocation assistance and visa sponsorship are offered.

*Work from home at first until a visa is obtained.

Answering to: Operations Head

Overview of the Job:

Our client is dedicated to providing exceptional customer experiences through innovation and state-of-the-art technology. They are looking for a committed and seasoned Customer Support Manager to oversee their team in the Isle of Man as they grow internationally, fostering excellence with AI-powered solutions and capable leadership.

Key Requirements:

• The ideal applicant would possess demonstrated managerial expertise.
• Be proficient in Mandarin, Malay, Filipino, Armenian, and written and spoken English.
• Have a strong desire to use AI technologies to improve operational effectiveness and consumer experience.
• Possess practical experience overseeing support staff and are knowledgeable about live chat platforms such as Zendesk and Intercom.
• The capacity to effectively scale support operations by utilising automation and artificial intelligence.

Principal Responsibilities:

• Oversee, coach, and lead the customer service staff to guarantee excellent customer service, team engagement, and productivity.
• In order to create and expand a high-performing support function, oversee hiring, onboarding, training, and performance management.
• Encourage the use, deployment, and ongoing development of AI-powered solutions (such as chatbots, automation, and predictive analytics) to optimise processes and enhance customer satisfaction.
• Examine customer feedback and support data to find patterns, underlying issues, and opportunities for process and performance enhancement.
• Create and implement support policies, KPIs, and SLAs in accordance with corporate goals.
• Handle complicated escalations with an emphasis on prompt, efficient, and client-focused resolution.
• Keep up-to-date on AI technologies that are pertinent to customer service, and use this knowledge to spur innovation.
• To guarantee complete client success, work cross-functionally with the IT, product, and sales departments.
• Track performance, guide strategic improvements, and influence decision-making by utilising data analysis and reporting tools.
• Manage remote and multicultural teams with effectiveness, encouraging high levels of collaboration, inclusivity, and clear communication.
• Make that AI-driven support technologies are successfully implemented within the allotted time frames.
• Exhibit outstanding interpersonal, communication, and leadership abilities.
• Be able to speak and write in English with ease.
• Manage support processes with Intercom, Zendesk, or similar systems.
• Create and put into place scalable support procedures using AI-powered tools like chatbots, automated ticket routing, and frequently asked questions systems.
• Adept at using helpdesk and live chat programs like Zendesk, Intercom, Freshdesk, or others.
• Proven expertise with AI technologies and automation in customer support, including automated processes, chatbots, and self-service portals.
• Strong coaching, communication, and people management abilities.
• Experienced in analysing support metrics and enhancing performance through insights, with a data-driven mentality.
• The capacity to lead customer-focused projects and collaborate across functional boundaries.

Full-time Home Care Assistant – UK Visa Sponsorship available

Disclaimer

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