ReportGarden - Customer Support Manager

Designation: Customer Support manager

As our Customer Support manager you will manage a customer-based support team providing sales and technical support to our clients. You will be responsible for ensuring a high-quality customer experience as our company scales at a very fast pace (including maintaining identified service levels, customer satisfaction goals, and other operational objectives). We are looking for a hands-on, agile and experienced team leader to ensure that we appropriately sustain our support efforts while maintaining a superior support experience.

Experience: 3 + Years

Skills:

Strong analytical thinking skills for solving complex problems and identifying patterns

A proven track record in services and/or support at least 3 years in a support environment.

Excellent customer relationship and communication skills

The ability to manage many high priority tasks at the same time

The ability to grow and inspire a team

Experience in a Saas product is added advantage.

Responsibilities:

Plan/execute hiring, coach and develop team members.

Gather customer feedback through surveys, interviews, and focus groups in order to keep the customer base satisfied.

Developing critical components to identify at-risk customers and establish a successful account management routine.

Should posses Strong sense of responsibility towards receiving & addressing urgent customer technical issues coupled with genuine empathy towards the end user.

Developing critical components to identify at-risk customers and establish a successful account management routine.

Proactively evaluate and improve online tools that will elevate the customer experience.

Identify and manage key performance metrics to drive success and customer delight.

Drive advocacy for customer needs by providing feedback to the product development team.