Job Title: Support Manager

Responsibilities:

Lead and manage a support team, providing guidance, coaching, and performance feedback.
Foster a positive and collaborative team culture focused on delivering exceptional customer support.
Oversee and optimize customer support operations to ensure timely and effective issue resolution.
Handle escalated customer issues, demonstrating strong problem-solving skills.
Continuously assess and improve support processes to enhance efficiency and customer satisfaction.
Implement best practices to streamline workflows and increase the effectiveness of support operations
Monitor key performance indicators (KPIs) related to customer support, analyzing trends, and implementing improvements.
Provide training and development opportunities for support team members to enhance their skills and knowledge.
Stay updated on industry trends and emerging technologies to keep the team informed.
Collaborate with other departments, such as product development and sales, to ensure a unified approach to customer support.
Generate and analyze reports on support metrics, presenting findings to executive leadership.
Gather and analyze customer feedback to identify areas for improvement and implement necessary changes.

Qualifications:

Bachelor’s degree in Business, Management, or a related field.
Proven experience in a customer support or service management role.
Experience leading and managing a support team
Excellent communication and interpersonal skills.
Strong problem-solving skills, particularly in resolving escalated customer issues.
Effective leadership and team management skills.
Experience with process improvement methodologies.
Analytical mindset with the ability to interpret data and make informed decisions.
Ability to adapt to changing business needs and priorities.

Support Manager