Customer Support Strategist

3 days ago

Paranaque City, Calabarzon, Philippines beBeeService Full time $90,000 - $110,000

Customer Service Operations Manager Role

About the Job

We are seeking a seasoned Customer Service Operations Manager to lead and manage our customer service function. The ideal candidate will have experience in managing high-performing teams, developing and implementing effective customer service policies, and driving business growth through excellent customer support.

Key Responsibilities:
  • Develop and implement comprehensive customer service strategies that align with business goals and customer expectations.
  • Build and lead a high-performing team of customer service representatives, providing coaching, training, and development opportunities to ensure exceptional customer support.
  • Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.
  • Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve platform experience.
  • Establish a feedback loop between customer support and product development to enhance feature development and usability.
Requirements:
  • Minimum 6 years of experience in customer service management for a tech or SaaS company, including at least 2 years in a managerial or team lead role.
  • Strong understanding of customer service practices, customer journey management, and process optimization within tech or SaaS companies.
  • Proven track record of leading and scaling customer service operations in a fast-paced environment.
  • Proficiency with customer support platforms, CRM systems, and analytics tools.
  • Exceptional problem-solving skills, strategic thinking, and a proactive approach to resolving customer challenges.

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