Customer Support Manager

TM8 Recruitment

  • Kelowna, BC
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Job Description:We are seeking a driven and experienced Customer Support Manager to join our client's growing team. In this role, you will be responsible for leading and managing 3rd party contractor support team, ensuring that our customers receive the highest level of service and support. You will be responsible for developing and implementing strategies to improve customer satisfaction, resolve customer issues efficiently, and proactively identify and address potential problems.Responsibilities:
  • Manage the team to achieve established SLAs
  • Lead and manage a team of customer support representatives, providing coaching, mentoring, and performance feedback.
  • Develop and implement customer support policies and procedures.
  • Establish and monitor key performance indicators (KPIs) for customer support, including response times, resolution rates, and customer satisfaction.
  • Analyze customer feedback and identify opportunities for improvement.
  • Work with product development and engineering teams to identify and resolve product issues.
  • Stay up-to-date on the latest industry trends and best practices in customer support.
  • Represent customer at Software at industry events and conferences.
Requirements
  • Minimum of 3 years of experience in a customer support management role.
  • Proven track record of success in leading and motivating a team.
  • Strong understanding of customer service best practices.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to work independently and as part of a team.
  • Proficient in Microsoft Office Suite and other relevant software.
Benefits
  • Work-from-home remote opportunity
  • Candidates must be located in Canada
  • Reliable internet for communication is required

TM8 Recruitment