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
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- 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