The Manager of Customer Support has a pivotal role in enhancing our customer experience and driving operational excellence. The Manager will be responsible for designing, implementing, and centralizing processes, tools, and strategies to ensure world-class customer service and long-term customer satisfaction. They will lead the recruitment process for customer support team members, collaborating with HR to identify, attract, and develop top talent, building a team with a wide variety of experience and skills.

RESPONSIBILITIES AND DUTIES:

Customer Service Operations

• Implement and maintain tiered service levels to ensure timely and efficient customer support.
• Utilize technology to streamline operations to enhance efficiency and maximize responsiveness.
• Oversee the resolution of escalated customer issues, ensuring that complex problems are addressed promptly and effectively. Work closely with cross-functional teams to find long-term solutions.
• Establish effective communication channels to keep the team informed and aligned with company goals.
• Implement strategies to accommodate customer growth and increase scale.

Customer Relationship Building

• Infuse a customer-centric approach into the team's culture. Develop strategies to strengthen customer relationships, ensuring satisfaction, loyalty, and retention.
• Be an advocate of the customer, coordinating activities to deliver solutions and services throughout the organization.

Process Improvement

• Collaborate with cross-functional leaders to define and develop customer success methodology.
• Utilize relevant metrics to drive proactive prevention and continuous enhancement initiatives.
• Build and foster a proactive support environment to prevent potential customer challenges.
• Conduct root cause analysis, implement procedural changes, and prevent recurrence.

Employee Recruiting and Growth

• Foster a positive, collaborative team culture focused on customer satisfaction and continuous improvement.
• Lead the recruitment process for customer service representatives. Collaborate with HR to identify and attract top talent, conduct interviews, and make hiring decisions.
• Develop comprehensive training programs to onboard new employees and continuously enhance the skills of existing team members.
• Implement performance evaluation systems, provide constructive feedback, and support career development paths for each team member.

KNOWLEDGE, SKILLS, AND ABILITIES:Experience in customer service management, with a track record of achieving and exceeding performance targets.
Strong leadership and interpersonal skills with the ability to motivate, inspire, and grow a diverse team.
HR knowledge and supervisory / coaching skills.
Advanced knowledge of and ability to apply ERP System concepts, business processes, and accounting principles.
Strong analytical, logical, research, and problem-solving skills.
Excellent communication skills, both written and verbal.
Ability to positively interact with all levels of the company and others outside the company.

EDUCATION AND EXPERIENCE:Bachelor's degree in Accounting, Business Administration, MIS, Supply Chain Management, related disciplines or five years of equivalent work experience in related fields.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:Typical office environment with the use of computers and telephone systems; no unusual physical demands.
Ability to travel as needed, including rental car and air flight.
This role may require occasional evening or weekend availability to address urgent customer issues.