10 feb
Verne
Xico
Hi there!
We are South and our client is looking for a Customer Support Manager! Note to Applicants: Eligibility: This position is open to candidates residing in Latin America.Application Language: Please submit your CV in English.
Applications submitted in other languages will not be considered.Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form.
While this is optional, candidates who provide a video presentation will be given priority.Role Overview: We are seeking an experienced Customer Support Manager to lead and develop our support team.
This role involves managing a team of customer support representatives while ensuring the delivery of exceptional customer service through both phone and email channels.
The ideal candidate should have at least 3 years of customer support experience, including 1.5 years in a leadership role, with proven ability to coach teams and optimize support operations.
Responsibilities: Lead and mentor a team of customer support representatives to achieve service excellenceDevelop and implement support strategies, policies, and proceduresMonitor team performance metrics and provide regular feedback and coachingManage escalated customer issues and support complex problem resolutionCreate and maintain reporting on team performance, customer satisfaction, and key metricsCollaborate with other departments to improve customer experienceConduct regular team meetings and training sessionsOversee scheduling and resource allocation to ensure adequate coverageQualifications:
Minimum of 3 years customer support experience with 1.5 years in a leadership roleProven track record of managing and developing customer support teamsStrong understanding of CRM systems and support operationsExcellence in English communication with demonstrated leadership abilitiesExperience in creating and implementing support processes and proceduresStrong analytical skills for performance tracking and reportingAbility to work US hours and manage a remote team effectivelyExperience with performance management and team developmentIf this opportunity sounds good to you, send us your resume!
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Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.