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Customer Support Operations Manager
hace 1 mes
Empresa Reconocida seeks a seasoned Customer Support Manager to lead our customer support team. The ideal candidate will have a proven track record of managing customer support operations in a B2B environment, preferably with technical products.
Key Responsibilities:- Lead and manage the customer support team, including support team and technical support team, and the Operations Center.
- Develop and implement customer support policies and procedures.
- Ensure timely and efficient resolution of customer issues and escalations.
- Monitor and analyze support metrics to identify trends and areas for improvement.
- Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
- Collaborate with other departments to align support strategies with overall business goals.
- Manage the budget for the customer support department.
- Conduct regular performance evaluations and provide coaching and development opportunities for team members.
- Oversee and coordinate subcontractor activities to ensure alignment with department goals, compliance with service agreements, and adherence to quality standards.
- Bachelor's degree in business administration, Information Technology, or a related field.
- Advanced degree or certifications in customer service management, project management, or technical support are advantageous.
- Proficiency in customer support software (e.g., Salesforce) and analytics tools (e.g., Power BI, Tableau).
- In-depth knowledge of service level agreements (SLAs) and operational level agreements (OLAs).
- Fluency in English is required; French or Italian are a plus.
- Minimum of 5 years of experience in customer support or technical support roles, with at least 3 years in a managerial or supervisory role.
Proven track record of managing customer support operations in a B2B environment, preferably with technical products. Experience with managing and optimizing support processes and workflows. Strong understanding of network operations and technical support principles.
