Tech Stack

Description

You will lead the customer support team to deliver exceptional service and ensure customer satisfaction, involving strategy development, daily operations management, and driving continuous improvement in a company that shapes iconic building projects.

Requirements

• 5+ years of customer service experience, with 2+ years in a leadership role
• 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, 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
• Collaborate with sales and operations teams and prepare reports for senior leadership