✨ About The Role
- The Manager of Customer Support will oversee daily operations of the Customer Support team, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
- This role involves providing regular coaching, feedback, and professional development opportunities to support specialists.
- The manager will be responsible for ensuring customer inquiries are resolved efficiently and effectively through various communication channels.
- Monitoring and managing escalations will be a key responsibility, serving as the primary point of contact for complex customer issues.
- The role requires collaboration with cross-functional teams to report, prioritize, and resolve product challenges.
âš¡ Requirements
- The ideal candidate will have over three years of experience in customer support, with at least one year in a leadership role within a SaaS environment.
- A proven track record of leading and motivating teams to deliver exceptional customer service is essential for success in this role.
- Strong problem-solving skills are necessary, particularly the ability to simplify complex technical issues for customers.
- Excellent written and verbal communication skills, along with a keen attention to detail, are crucial for effective customer interactions.
- Experience in developing and implementing support playbooks and processes will be highly beneficial.