Customer Support Manager

Cesna Group; Santa Clara (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company in Santa Clara seeks a Customer Support Manager to oversee the customer support department. This role involves developing strategies, managing a team, and ensuring high-quality service delivery. Ideal candidates should have extensive experience in customer service and leadership, with strong analytical and communication skills.

Qualifications

• 7+ years of experience in customer service or support, with at least 3-5 years in a leadership capacity.
• Demonstrated success in leading a customer support team within a dynamic environment.

Responsibilities

• Develop and execute customer support strategies in alignment with company objectives.
• Lead, mentor, and manage the off-shore customer support team.
• Drive continuous improvement initiatives to enhance overall customer satisfaction.

Skills

Leadership

Communication

Analytical Skills

Problem Solving

Education

Bachelor's degree in Business

Bachelor's degree in Marketing

Bachelor's degree in Communication

Tools

CRM platforms

Customer service software

Job description

The ideal Customer Support Manager will be a customer-centric individual with great product sense, that is an excellent communicator. They will be tasked with overseeing the customer support department, ensuring that high-quality service is consistently delivered. This role requires strategic management of support functions, including the development of policies, procedures, and performance metrics to enhance service levels. This role collaborates closely with cross-functional teams to drive customer satisfaction, retention, and an overall improved customer experience. A deep understanding of our company's products and services is also required, and providing expert advice and solutions to customers to enhance their experience is also a key component in defining success in this role.

Job Description

• Develop and execute customer support strategies in alignment with the company's objectives and vision.
• Lead, mentor, and manage the off-shore customer support team, and support agents
• Set and monitor KPIs, SLAs, and other performance metrics to ensure optimal team performance and high customer satisfaction.
• Drive continuous improvement initiatives to streamline support processes, reduce response times, and enhance overall customer satisfaction.
• Analyze customer feedback, reports, and data to pinpoint issues and improvement opportunities.
• Develop and implement strategies to enhance customer retention and reduce churn rates.
• Act as the escalation point for complex customer issues, ensuring timely and efficient resolution.
• Design and document customer service processes, standards, and best practices.
• Implement technology solutions (e.g., CRM systems, ticketing platforms, chatbots) to improve support efficiency.
• Lead initiatives related to new product or service launches, ensuring seamless customer communication and support during transitions.
• Track, analyze, and report on key performance indicators and customer service metrics.
• Use data-driven insights to make informed decisions on service improvements.
• Prepare and present performance reports to senior leadership, showcasing department effectiveness.

Qualifications

• 7+ years of experience in customer service or support, with at least 3-5 years in a leadership? capacity.
• Demonstrated success in leading a customer support team, ideally within a dynamic, fast-paced start-up environment.
• Expertise in customer service software, CRM platforms, and related support technologies.
• Strong leadership, communication, and organizational abilities.
• Analytical skills with the ability to interpret data and develop actionable insights.
• A proactive problem-solving mindset with a focus on customer satisfaction.
• Preferred Qualifications :
• Bachelor's degree in Business, Marketing, Communication, or a related field

What's On Offer

Apply online or feel free to contact us directly for more information about the opportunity. Due to the high volume of applicant, we regret to inform that only shortlisted candidates will be notified. Thank you for your understanding.

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