Manager of Customer Support

The Manager of Customer Support has a pivotal role in enhancing our customer experience and driving operational excellence. The Manager will be responsible for designing, implementing, and centralizing processes, tools, and strategies to ensure world-class customer service and long-term customer satisfaction. They will lead the recruitment process for customer support team members, collaborating with HR to identify, attract, and develop top talent, building a team with a wide variety of experience and skills.

RESPONSIBILITIES AND DUTIES:

Customer Service Operations

• Implement and maintain tiered service levels to ensure timely and efficient customer support.
• Utilize technology to streamline operations to enhance efficiency and maximize responsiveness.
• Oversee the resolution of escalated customer issues, ensuring that complex problems are addressed promptly and effectively. Work closely with cross-functional teams to find long-term solutions.
• Establish effective communication channels to keep the team informed and aligned with company goals.
• Implement strategies to accommodate customer growth and increase scale.

Customer Relationship Building

• Infuse a customer-centric approach into the team's culture. Develop strategies to strengthen customer relationships, ensuring satisfaction, loyalty, and retention.
• Be an advocate of the customer, coordinating activities to deliver solutions and services throughout the organization.

Process Improvement

• Collaborate with cross-functional leaders to define and develop customer success methodology.
• Utilize relevant metrics to drive proactive prevention and continuous enhancement initiatives.
• Build and foster a proactive support environment to prevent potential customer challenges.
• Conduct root cause analysis, implement procedural changes, and prevent recurrence.

Employee Recruiting and Growth

• Foster a positive, collaborative team culture focused on customer satisfaction and continuous improvement.
• Lead the recruitment process for customer service representatives. Collaborate with HR to identify and attract top talent, conduct interviews, and make hiring decisions.
• Develop comprehensive training programs to onboard new employees and continuously enhance the skills of existing team members.
• Implement performance evaluation systems, provide constructive feedback, and support career development paths for each team member.

KNOWLEDGE, SKILLS, AND ABILITIES:Experience in customer service management, with a track record of achieving and exceeding performance targets.

Strong leadership and interpersonal skills with the ability to motivate, inspire, and grow a diverse team.

HR knowledge and supervisory / coaching skills.

Advanced knowledge of and ability to apply ERP System concepts, business processes, and accounting principles.

Strong analytical, logical, research, and problem-solving skills.

Excellent communication skills, both written and verbal.

Ability to positively interact with all levels of the company and others outside the company.

Ability to travel as needed, including rental car and air flight.

EDUCATION AND EXPERIENCE:Bachelor's degree in Accounting, Business Administration, MIS, Supply Chain Management, related disciplines or five years of equivalent work experience in related fields.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:Typical office environment with the use of computers and telephone systems; no unusual physical demands.

This role may require occasional evening or weekend availability to address urgent customer issues.