Description

Lead the customer support team to deliver exceptional service, develop strategies, manage operations, resolve escalated issues, and drive continuous improvement. Collaborate with sales and operations, and report on service metrics to senior leadership.

Requirements

• 5+ years of customer service experience with 2+ years in leadership.
• Proficiency in CRM platforms and support software.
• Experience in data analysis and performance tracking.
• Ability to influence at all levels of the organization.

Responsibilities

• Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies.
• Handle escalated customer complaints and complex inquiries.
• Monitor KPIs such as response time, resolution rate, and customer satisfaction.
• Conduct training sessions and performance evaluations.
• Prepare reports for senior leadership on service metrics and trends.