Customer Support Manager

22 hours ago

Angeles City, Central Luzon, Philippines Connext Global Solutions Inc Full time $80,000 - $120,000 per year

Join Our Team as a Customer Support Manager

The Customer Support Manager is responsible for leading the Customer Success support function to ensure customers receive timely, effective, and high-quality support. This role leads a support team, handles escalations, oversees daily operations, and works with cross-functional teams to enhance customer satisfaction, product adoption, and continuous improvement.

Key Responsibilities:

  • Lead, mentor, and develop a team of customer support specialists, fostering a customer-first culture.
  • Manage performance through coaching, feedback, and career development planning.
  • Establish and monitor KPIs such as response time, resolution time, and customer satisfaction.
  • Act as the escalation point for complex or high-priority issues, ensuring timely resolution.
  • Build and maintain strong customer relationships through clear communication and support.
  • Provide executive-level updates on critical incidents.
  • Oversee daily operations, including ticket triage, prioritization, and workflow management.
  • Implement and refine support processes, knowledge base content, and best practices for efficiency and scalability.
  • Analyze support metrics to identify recurring issues, risks, and opportunities for improvement.
  • Collaborate with Engineering, Product, and Customer Success teams to address feedback and drive enhancements.
  • Support smooth customer transitions from onboarding to steady-state support.
  • Provide insights on product usability, support trends, and customer needs.
  • Champion initiatives to improve customer experience, reduce time-to-resolution, and expand self-service.
  • Ensure support readiness for product releases and train the team on new features.

Qualifications:

  • Proficient in ticketing systems, CRM platforms, and support tools (e.g., Zendesk, Salesforce, Jira).
  • Strong leadership experience managing high-performing support teams.
  • Skilled in handling escalations and high-pressure situations with professionalism.
  • Analytical and problem-solving abilities, using support metrics to drive improvements.
  • Able to balance customer satisfaction with business goals.
  • Excellent written and verbal communication skills in English, with the ability to simplify complex concepts.

Why Connext?

  • Competitive Compensation
  • Perfect Attendance Bonus
  • Company-Provided Equipment
  • 25% Night Differential Pay
  • Life and HMO Insurance Coverage
  • 20 Leave Credits
  • Good Company Culture

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