Client Success Manager [SMS/Digital]

Job Description:

We are seeking a highly motivated and experienced Client Support Manager to join our digital team. As a Support Manager, you will play a pivotal role in enhancing the effectiveness and productivity of our chat, sms, and email support teams by developing and implementing comprehensive enablement programs. You will collaborate closely with cross-functional teams, including Strategy & Operations, Training, and Product Management, to ensure our support teams have the knowledge, skills, and tools necessary to provide exceptional customer support.

Responsibilities:

• Develop and implement support enablement strategies: Design and execute strategies to enable the support teams, including onboarding programs, ongoing training initiatives, and continuous improvement plans.
• Support content creation and knowledge management: Collaborate with subject matter experts to develop and update support content, including knowledge base articles, macros, and process documentation.
• Monitor and analyze support team performance: Track and analyze support metrics, such as response times, ticket resolution rates, and customer satisfaction scores. Identify areas for improvement and implement appropriate actions to drive performance and efficiency.
• Collaborate with cross-functional teams: Work closely with Strategy & Operations, Training, and Product teams to align enablement initiatives with business goals and priorities. Provide input on product updates and enhancements based on support team feedback.
• Stay up-to-date with industry trends: Keep abreast of industry best practices, emerging technologies, and customer support trends. Share knowledge and insights with the support teams to foster a culture of continuous learning and improvement.
• Team Leadership: Manage and mentor a team of team leaders and agents, providing guidance, training, and performance feedback to ensure high levels of productivity and customer satisfaction.
• Foster a positive team culture: Promote a collaborative and supportive environment within the support teams. Encourage knowledge sharing, cross-training, and recognition of achievements.

Requirements:

• Proven experience in support enablement, digital support (chat/sms), or related roles, preferably in a technology-driven organization.
• Background in client support or similar demonstrating a deep understanding of front-line support.
• Strong understanding of customer support operations, processes, and best practices.
• Analytical mindset with the ability to leverage data and metrics to identify trends, diagnose issues, and propose solutions.
• Project management skills, with the ability to lead and prioritize multiple initiatives simultaneously.
• Strong leadership and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at various levels.
• Experienced in digital support tools and technologies for ticketing, quality, WFM.
• Self-motivated and proactive, with a passion for continuous learning and development.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.