This role will be based in our Menara Skymind office.
We are seeking a dynamic and experienced Customer Support Manager to establish and lead our new Customer Support team. This team will be responsible for managing reactive inbound support, ensuring our customers receive timely, effective, and empathetic assistance. As the Customer Support Manager, you will play a pivotal role in building the team from the ground up, defining processes, and driving operational excellence. You will work closely with the Customer Success team, which focuses on proactive customer engagement, to ensure a seamless and exceptional customer experience across all touchpoints.
This is an exciting opportunity for a motivated leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer support.
Key Responsibilities:
Team Leadership and Development
- Recruit, onboard, and train a team of Cutomer Support Representatives to deliver exceptional customer support.
- Provide ongoing coaching, mentorship, and performance management to ensure team success.
- Foster a positive, collaborative, and customer-focused team culture.
Operational Excellence
- Design and implement efficient workflows, processes, and tools to manage inbound customer inquiries effectively.
- Monitor and analyze team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement improvements as needed.
- Develop and maintain a knowledge base and other resources to empower the team to resolve customer issues quickly and accurately.
Customer Support and Advocacy
- Oversee the day-to-day operations of the Customer Support team, ensuring timely and high-quality responses to customer inquiries via email, phone, chat, or other channels.
- Act as an escalation point for complex or high-priority customer issues, ensuring swift resolution and customer satisfaction.
- Collaborate with the Customer Success team to share insights, identify trends, and address recurring customer challenges.
Cross-Functional Collaboration
- Partner with Product, Sales, and Operations teams to provide feedback on customer pain points and identify opportunities for improvement.
- Work closely with the Customer Success team to ensure alignment and a seamless customer experience.
- Contribute to the development of customer support policies, SLAs, and best practices.