Senior Manager - Customer Support - BPO

- We are seeking a highly motivated and experienced Senior Manager, Customer Support to lead our customer support operations.

- The ideal candidate will have 5-6 years of progressive experience in customer service management, with a proven track record of building and scaling high-performing teams, implementing efficient processes, and consistently enhancing the customer experience.

- This role requires a strategic thinker who can balance day-to-day operational excellence with long-term planning, fostering a culture of continuous improvement and customer-centricity.

- You will be responsible for overseeing all aspects of our customer support function, driving initiatives that improve efficiency, satisfaction, and retention.

Key Responsibilities:

Team Leadership Development:

- Lead, mentor, and develop a team of customer support professionals, including managers and team leads.

- Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback.

- Identify training needs and facilitate professional development opportunities for the team.

- Foster a positive, collaborative, and high-performance work environment.

Operational Management:

- Oversee daily customer support operations, ensuring service level agreements (SLAs) are met and customer satisfaction targets are exceeded.

- Develop, implement, and optimize support processes and workflows to improve efficiency and effectiveness.

- Manage resource allocation, scheduling, and capacity planning to ensure adequate coverage and support during peak periods.

- Monitor key performance indicators (KPIs) such as CSAT, FCR, AHT, and resolution rates, taking proactive measures to address any deviations.

Customer Experience Enhancement:

- Champion a customer-first approach across the team, ensuring all interactions are professional, empathetic, and effective.

- Analyze customer feedback and trends to identify pain points and opportunities for service improvement.

- Collaborate with product, engineering, sales, and marketing teams to advocate for customer needs and influence product improvements based on support insights.

- Develop and implement strategies to reduce customer churn and increase loyalty.

Strategy Planning:

- Contribute to the strategic planning of the customer support department, aligning objectives with overall company goals.

- Research and evaluate new technologies, tools, and best practices in customer support to enhance capabilities.

- Prepare and present regular reports on support performance, insights, and recommendations to senior leadership.

- Manage the customer support budget effectively.

Issue Resolution Escalation:

- Serve as a point of escalation for complex customer issues, ensuring timely and satisfactory resolutions.

- Develop clear guidelines and training for handling difficult customer interactions and crisis management.

Qualifications

Required:

- Degree in Business Administration, Communications, or a related field.

- 5-6 years of experience in customer support management, with at least 2-3 years in a leadership role overseeing managers or a large team.

- Proven ability to manage and motivate a diverse team in a fast-paced environment.

- Demonstrated experience in developing and implementing customer support strategies and operational improvements.

- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.

- Excellent communication, interpersonal, and presentation skills.

- Proficiency with CRM software (e. , Salesforce Service Cloud, Zendesk, Freshdesk) and support analytics tools.

Preferred: Master's degree in a relevant field Read more