Customer Support Manager Job Description Template
Our company is looking for a Customer Support Manager to join our team.
Responsibilities:
- Apply lean methodology to create a culture of innovative thinking and continuous improvement to achieve end-to-end objectives;
- Maintain proper reports & tracking;
- Assist customers in various platforms including phone, web chat, & email;
- Work with Supervisors to develop a staffing plan based on call volume and ensure that appropriate resources are in place at all times;
- Manage department workload by monitoring productivity and service quality, and ensuring team performance meets and exceeds KPIs and SLAs;
- Communicate any initiatives, operational changes, and other important information to the team;
- Assist with other departments as needed;
- Respond directly and independently to customer inquiries and recommend escalations if needed to ensure timely resolutions and quality control;
- Analysis of customer success metrics via hubspot with insight on how to leverage data to make decisions;
- Provide in-depth and personalized product demonstrations as needed;
- Other duties as assigned;
- Establish new SOPs and KPIs for the Superpedestrian Support Team;
- Build from the ground up new systems for Supporting Superpedestrian’s products;
- Lead and coach a team of internal and external support specialists;
- Manage Customer Support for all Superpedestrian mobility ventures.
Requirements:
- Excellent written and communication skills;
- Extremely organized and able to work quickly and calmly to meet the demands of time-sensitive client projects;
- High energy and positive, “get it done” attitude;
- 3-5 years of experience in customer service or client relations (preferred);
- Minimum of 8 years of experience in customer support;
- Genuine care and concern for the user experience;
- Proven aptitude to quickly understand business models and metrics;
- Bachelor’s degree strongly preferred;
- Minimum of 6 years of experience managing a team;
- You’re empathetic, able to feel the emotions of others and diffuse tough situations;
- Excellent people skills and high EQ;
- Tech-savvy and able to learn and use our technology;
- Impeccable interpersonal, organizational, problem-solving and leadership skills;
- Entrepreneurial spirit;
- Advanced knowledge working with Microsoft Office products.