Senior Customer Support Manager

About the job

Our client is seeking an experienced and empathetic Senior Customer Support Manager to lead their dedicated support team. This is a fully remote position, allowing you to manage operations and strategy from anywhere within India. You will be responsible for building, mentoring, and leading a team of customer service professionals to deliver exceptional support experiences. Your focus will be on enhancing customer satisfaction, improving support efficiency, and ensuring our clients receive timely and effective solutions to their inquiries and issues. Key Responsibilities: Lead, coach, and develop a team of customer support representatives, fostering a positive and high-performance culture. Develop and implement customer support strategies, policies, and procedures to ensure consistent and excellent service delivery. Monitor customer service performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and identify areas for improvement. Manage the customer support ticketing system, ensuring efficient workflow and timely issue resolution. Handle escalated customer issues, providing timely and effective resolutions. Analyze customer feedback and support data to identify trends and recommend product or service enhancements. Train new and existing team members on support processes, product knowledge, and customer service best practices. Collaborate with other departments, such as Sales, Product, and Engineering, to address customer needs and resolve complex issues. Develop and maintain comprehensive knowledge base articles and FAQs for both internal use and customer self-service. Manage the scheduling and staffing of the support team to ensure adequate coverage. Stay up-to-date with industry best practices and emerging trends in customer support and service management. Report on key customer support metrics and team performance to senior management. Qualifications: Bachelor's degree in Business Administration, Communications, or a related field. Minimum of 5 years of experience in customer service or support roles, with at least 2 years in a management or team lead capacity. Proven experience in managing and developing customer support teams. Strong understanding of customer service principles, CRM software, and helpdesk ticketing systems. Excellent communication, interpersonal, and problem-solving skills. Ability to handle difficult customer situations with patience and professionalism. Demonstrated ability to analyze data, identify trends, and implement data-driven improvements. Experience in creating training materials and conducting staff training sessions. Proficiency with relevant software and tools (e.g., Zendesk, Salesforce Service Cloud, Microsoft Office Suite). Ability to work independently, manage time effectively, and lead a remote team. A passion for customer advocacy and delivering exceptional service. This is a fully remote opportunity based in Pune, Maharashtra, IN, offering a flexible and supportive work environment for dedicated professionals.

Requirements

• Customer Service
• Team Management
• CRM Software
• Problem-Solving
• Communication

Qualifications

• Bachelor's degree in Business Administration
• Communications
• or a related field

Preferred Technologies

• Customer Service
• Team Management
• CRM Software
• Problem-Solving
• Communication