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Customer Support Team Supervisor
hace 3 meses
YOUR ROLE
As a Customer Support Team Supervisor, you will play a pivotal role in enhancing the effectiveness and efficiency of our customer support operations. Your emphasis on team leadership, quality assurance, and performance management will significantly contribute to customer satisfaction and our ongoing success.Key Responsibilities:
Team Leadership: You will lead and mentor the customer support team, fostering a collaborative and encouraging environment while providing guidance and support to team members.Quality Assurance: You will oversee the quality and efficiency of our customer support services, implementing best practices and continuous improvement initiatives to ensure timely resolution of customer inquiries.Training Development: You will design and execute training programs for the support team, ensuring they are well-versed in product knowledge and customer service skills through regular training sessions.Cross-Department Collaboration: You will work closely with other departments to understand customer needs and facilitate effective communication and coordination between support and other teams.Issue Resolution: You will manage escalated customer issues proactively, serving as a point of contact for complex problems and implementing preventive measures to enhance customer satisfaction.Performance Analysis: You will generate performance reports, analyze key support metrics, and identify areas for improvement, providing regular updates to senior management on the team's performance.
YOUR PROFILE
Education and Experience: You hold a degree in a relevant field and possess a minimum of 3 years of experience in a customer support leadership role, particularly in a SaaS B2B environment.Skills: You demonstrate excellent communication skills in both German and English, possess a proactive mindset, and are familiar with customer support software and tools.Leadership Qualities: You have experience leading a support team and the ability to motivate and inspire team members.Customer-Centric Approach: You exhibit strong customer orientation and empathy, with the capability to understand customer needs and provide effective support.You are comfortable working in a team-oriented environment and collaborating with individuals from diverse backgrounds.ABOUT EQS GROUP
EQS Group is a prominent international cloud software provider specializing in corporate compliance and investor relations. We are committed to fostering an inclusive workplace that values diversity and promotes equal employment opportunities. Our mission is to empower organizations worldwide to build trust by meeting complex regulatory requirements and transparently reporting on their business performance.