Customer Support Manager

Country

Czech Republic

City

Prague

Job ID

45277

Department

Customer Support

Experience Level

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Hybrid

We are seeking an experienced Customer Support Operations Manager to lead their assigned team of support analysts and optimize our support operations. The role is responsible for effectively guiding team members and ensuring they have the required technical and product knowledge to address customer issues. The role will contribute to shaping the organizational culture, fostering collaboration within the team and cross-functionally with key stakeholders, while proactively identifying and addressing obstacles to enhance both team performance and customer experience. The Customer Support Manager drives team development, performance management and mentoring, fostering engagement and motivation, promoting collaboration and addressing conflicts constructively to help team members grow and achieve their career goals.

Key Responsibilities:

Leadership and team management:

• Lead, motivate, and coach a team of support analysts.
• Set clear expectations, conduct regular performance evaluations, provide constructive feedback, and develop team members and help them achieve their career goals
• Foster a positive and collaborative team environment, encouraging high engagement and motivation, celebrating achievements, recognizing contributions, and creating opportunities for team members to feel valued and connected to the broader goals
• Invest in the growth of the team members, getting them the required training, knowledge and enablement.
  Help shape the culture of the support function, ensuring alignment with broader organizational goals.

Process improvement, technical and product knowledge:

• Maintain and evolve a solid understanding of the technical and product contexts to effectively guide and support the team.
• Ensure teams have the required technical and product knowledge to effectively address customer needs.
• Identify, analyze, and implement support process improvements to enhance efficiency and effectiveness.
• Develop and maintain standard operating procedures (SOPs) and workflows.
  Monitor key performance indicators (KPIs) and identify areas for improvement.

Team and customer experiences

• Collaborate across the Support function and with product development, Cloud Operations and other key counterparts to proactively identify problems, assess systemic issues and clear obstacles, ensuring that the support team is equipped to address customer issues effectively.
• Monitor customer feedback and drive areas for improvement in the customer experience.
  Implement strategies to enhance support team effectiveness and improve customer satisfaction and retention.

Reporting and analysis:

• Generate regular reports on support operations performance and key metrics.
• Analyze data to identify trends and opportunities for improvement, taking a proactive approach to identifying issues.
  Present findings and recommendations to senior management.

Plan management:

• Develop and manage the support operations plan for assigned team
  Monitor expenses and ensure that the plan is adhered to.

Required Qualifications:

• Proved experience in customer support or operations management.
• Proven leadership and team management skills.
• Strong analytical, problem-solving, and troubleshooting skills.
• Proven leadership in implementing new tools like AI, process improving through implementing automation.
• Proven knowledge experience with Cloud based solution and hands-on solving technical issues.
• Excellent communication and interpersonal skills.P
  Experience with customer support tools and technologies.

Preferred Qualifications:

• Experience in a high-growth, fast-paced , global environment.
• Experience with data analysis and reporting tools.
• Knowledge of ERP, Cloud technology, technical expertise not limited to technology platform and domain expertise in the fields of supply chain or warehouse management.
• Knowledge of industry best practices in customer support operations.
• Experience with project management methodologies.
• Bachelor's degree in a related field or equivalent experience.

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