Aptean - Manager - Customer Support

Key Responsibilities:

- Supervise and coordinate day-to-day activities of the customer support team.

- Manage tickets and ticket queues and ensure timely and effective resolution of customer inquiries and issues.

- Lead, mentor, and motivate a team of customer support executives to deliver exceptional service.

- Develop and implement efficient support processes to optimize team performance and scalability.

- Collaborate with cross-functional teams to address escalated issues and improve service delivery.

- Establish and monitor SLAs to meet and exceed customer expectations.

- Analyze support metrics and generate reports to track team performance and identify areas for improvement.

- Build reporting for leadership on key metrics and drive continuous improvement initiatives.

- Develop and maintain a knowledge base for Automeasure, Accelerate, and Beam AI products.

- Experience In Building Learning Management Systems (LMS) Is Required.

- Experience in setup, implementation, and scaling of Freshdesk or similar support platforms.

Requirements:

- Minimum of 3 years working experience in customer support, with at least 2 years in a managerial role.

- Proven experience as a Customer Support Manager in a fast-paced environment.

- Strong leadership skills with the ability to inspire and develop a high-performing team.

- Experience in building and optimizing support processes to enhance operational efficiency.

- Exceptional communication and interpersonal skills.

- Ability to analyze data and utilize insights to drive strategic decisions

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