Support Operations Manager
3 weeks ago
">Responsibilities include:
- Developing and Implementing Support Strategies:
- Develop and implement support policies, procedures, and best practices.
- Create and execute a customer support roadmap aligned with company goals.
- Identify opportunities to improve customer experience and service delivery.
- Managing Support Teams:
- Recruit, train, and mentor support team managers and staff.
- Set performance standards and KPIs for the support team.
- Foster a positive and high-performance team culture.
- Analyzing Support Metrics:
- Monitor and analyze support metrics and customer feedback to drive improvements.
- Streamline support processes to enhance efficiency and reduce response times.
- Implement tools and technologies to optimize support operations (e.g., CRM systems, ticketing software).
Requirements:
We are looking for a candidate with a Bachelor's degree in Business, Management, or a related field (Master's preferred) and at least 8 years of experience in customer support or service roles, with at least 3-5 years in a leadership position.
The ideal candidate will have a proven track record of managing large support teams in a fast-paced environment, excellent leadership, communication, and interpersonal skills, and analytical mindset with the ability to interpret data and drive decision-making.
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