Customer Support Manager
4 days ago
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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