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Customer Support Team Manager

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Job Description:

We are seeking a highly experienced and skilled Customer Support Team Manager to lead our team of customer support agents in a fast-paced BPO environment. The ideal candidate will have experience using Zendesk as a primary customer support platform and be passionate about delivering exceptional service.

The Senior Operations Leader will be responsible for guiding, coaching, and mentoring their team to ensure they meet service level agreements (SLAs), improve customer satisfaction, and achieve performance goals.

Key Responsibilities:

  • Lead, motivate, and manage a team of customer support agents to achieve departmental goals and KPIs.
  • Oversee the daily operations of the team, ensuring efficient handling of customer queries via Zendesk.
  • Monitor agent performance and provide constructive feedback, coaching, and training as needed.
  • Ensure that Zendesk tickets are being handled in a timely and effective manner, maintaining high-quality standards.
  • Act as the point of escalation for complex customer issues and ensure swift and effective resolution.
  • Analyze performance metrics and customer feedback to identify areas for improvement and implement corrective actions.
  • Provide regular reports on team performance, customer satisfaction, and other relevant metrics to management.
  • Collaborate with other departments to resolve issues and improve customer experience.
  • Conduct regular team meetings and one-on-one sessions to ensure consistent communication and performance development.
  • Assist in recruitment, onboarding, and training of new team members.