SUMMARY

The Senior Manager of Customer Support is responsible for leading a team of customer support representatives and ensuring that all customers receive excellent service. This role requires a deep understanding of customer service processes and an ability to identify areas for improvement. The Senior Manager of Customer Support will work closely with cross-functional teams to develop and implement customer support strategies and drive customer satisfaction

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Develop and implement customer support strategies, processes, and procedures that improve customer satisfaction and drive business growth and in line with industry standards. Continuously monitor and evaluate the effectiveness of customer support processes, making changes as needed to improve performance.
• Monitor customer support metrics, such as response time, resolution time, and customer satisfaction, and use this information to identify areas for improvement. Maintain a deep understanding of customer needs and expectations, use this information to drive innovation and improvement in customer support processes.
• Collaborate with cross-functional teams, including product, program, and service areas, to ensure that customer support is timely and aligns with the overall business strategy. Liaise with product area owners to implement business standard practices and attain customer satisfaction results to support the organization's strategic goals.
• Develop and maintain strong relationships with customers, acting as a point of contact for escalations and complex customer issues.
• Own processes/procedures related to the day-to-day operations of customer service and managing service subsidiary locations in China, Malaysia, and future locations to provide seamless customer service
• Prepare and present regular reports on customer support performance, identifying trends, challenges, and opportunities for improvement.
• Stay up to date with industry developments and emerging technologies, evaluating and implementing new tools and processes that improve customer support.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Monitor and assist with the budget for the Customer Support department.

EDUCATION and/or EXPERIENCE

• Bachelor's degree in Business Administration, Marketing, or a related field, preferred.
• A minimum of 5 years of experience in customer support, with at least 3 years in a management role. Expereince should have a havy emphasis on driving customer satisfaction and improve customer support processes.
• Experience with customer support technologies, such as CRM systems, call center software, and support ticketing tools.
• Proficient in Microsoft Office Suite or related software.
• Strong analytical skills, with the ability to analyze customer support data and identify areas for improvement.
• Excellent written and verbal communication skills, with the ability to present complex information in a clear and concise manner.
• Strong problem-solving skills, with the ability to think creatively and develop innovative solutions.
• Excellent leadership and interpersonal skills, with the ability to build and motivate a team.