CUSTOMER SUPPORT MANAGER
- Home Based
- National Capital Reg- All
- Salary As Per Industry Standard
Work Address : Manila
- Providing oversight for Customer Support Specialists [Tier 1] including the triage, monitoring of tickets for completeness and timeliness of completion
- Manage customer escalations
- Leading customers to quality resolutions
- Analyzing customer data to make informed decisions about changes to the team, programming, shift scheduling and staffing
- Maintaining authority and ultimate last point of escalation for the Customer Support Specialists
- Coaching frontline Customer Support Specialists to help them achieve personal and professional goals
- Motivate and develop team of Customer Support Specialists to deliver the best possible issue resolutions to our restaurateurs in the least amount of time, while meeting SLAs
- Meet weekly and monthly call center evaluation metrics
- Ensure SLA commitments are consistently met
- 3+ years experience in a SaaS or customer service environment
- Exceptional understanding of customer service, technical issue resolution, and support best practices
- Experience with incident management (e.g. outages) and customer communication
- Ability to manage and develop a team of customer-facing employees
- Excellent communication skills, both written and verbal
- History of opportunistically identifying and implementing new programs that drive customer success and/or team development
- Superior data monitoring, analysis, and manipulation skills
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