| Position Type: | Full-time |
| Location: | London, ON |
| Date Posted: | Aug 28, 2024 |
Job Description
Manager, Customer Support
About the Role:
We are seeking an experienced and dynamic Manager, Customer Support to lead our customer support team. The ideal candidate will have over 5+ years of experience in customer support, demonstrating a track record of success in managing teams and improving customer satisfaction. The Manager, Customer Support will be responsible for overseeing daily operations, implementing strategies to enhance service quality, and ensuring the team meets its performance targets.
Key Responsibilities:
Team Leadership:
- Lead, mentor, and manage a team of customer support representatives.
- Conduct regular team meetings, performance reviews, and training sessions to ensure continuous improvement.
- Foster a positive and productive work environment, encouraging teamwork and professional growth.
Customer Support Operations:
- Oversee the day-to-day operations of the customer support department, ensuring timely and effective resolution of customer issues.
- Develop and implement customer service policies, procedures, and standards.
- Monitor and analyze support metrics to identify areas for improvement and implement necessary changes.
Customer Satisfaction:
- Ensure high levels of customer satisfaction by maintaining service quality standards.
- Handle escalated customer complaints and complex issues, providing solutions and ensuring follow-up.
- Gather and analyze customer feedback to identify trends and recommend improvements.
Performance Management:
- Set performance targets and KPIs for the customer support team.
- Monitor team performance and productivity, providing regular reports to senior management.
- Implement strategies to improve team performance and achieve departmental goals.
Collaboration and Communication:
- Collaborate with other departments to ensure a seamless customer experience.
- Communicate effectively with senior management, providing insights and recommendations for service improvements.
- Maintain up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
Key Performance Indicators (KPIs):
- Customer Satisfaction Score (CSAT): Measure of customer satisfaction based on survey responses.
- First Response Time (FRT): Average time taken to respond to a customer's initial inquiry.
- First Contact Resolution (FCR): Percentage of customer issues resolved on the first contact.
- Average Handle Time (AHT): Average time taken to resolve customer issues.
- Net Promoter Score (NPS): Measure of customer loyalty and likelihood to recommend the company.
- Ticket Volume: Number of customer support tickets handled, resolved and reporting on customer dispositions.
- Employee Case Scorecards: Ensure Voices Customer Support reps are following procedure and living the Voices Values through monthly case scorecard reviews.
- Employee Satisfaction and Retention: Metrics related to team satisfaction and turnover rates.
- Adherence to Service Level Agreements (SLAs): Ensure intradepartmental procedures are being followed.
Qualifications:
- Bachelor's degree in Business Administration, Management, or related field.
- Minimum of 5 years of experience in customer support, with at least 2 years in a management role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data and implement strategies for improvement.
- Proficiency in customer support software and CRM systems (preferably Salesforce).
- Strong problem-solving skills and ability to handle escalated issues effectively.
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