Key Roles: Technical Management

2 days ago

Mabalacat, Central Luzon, Philippines beBeeCustomerSupport Full time $85,000 - $110,000
Customer Support Manager

We are seeking an exceptional leader to manage a team of dedicated professionals. As a Customer Support Manager, you will be responsible for overseeing the day-to-day activities of our support team and ensuring that they deliver high-quality service to our customers.

The ideal candidate will have a proven track record of success in managing teams and driving customer satisfaction. You will work closely with cross-functional teams to ensure alignment and drive successful outcomes.

Your key responsibilities will include:

  • Managing a team of 10-12 Customer Support Engineers
  • Monitoring and improving support quality and SLA adherence; including coaching, CSAT follow-up, and optimizations
  • Ongoing individualized career development for your team members
  • Ensuring the successful execution of the support customer journey for customers

You will be a self-starter who is capable of working with limited guidance due to time zone differences. You will also be willing to take ownership to find solutions to and solve problems. Your determination and grit will drive success in this role.

Requirements

To succeed as a Customer Support Manager, you will need:

  • A strong background in technical management
  • Excellent communication skills, both written and verbal
  • A collaborative approach to working with cross-functional teams
  • Ability to manage multiple initiatives simultaneously in a dynamic, fast-paced environment

Bonus Requirements:

  • Prior experience working in a technical role
  • Strong management skills with success in career development
  • Highly focused on increasing customer satisfaction and retention
  • Ability to successfully navigate an organization cross-functionally
  • Experience supporting Enterprise and SaaS applications in a 24x7 support environment

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