******Candidate must have previous experience in leading a customer support team in SaaS environment and must have at least 5 years of experience. Bachelors Degree preferred. Hybrid in office M-W******

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We are looking for a skilled Customer Support Manager who can lead our customer support team to better performance and improve service quality. The Customer Support Manager will assist in creating and executing department objectives, provide team members with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze department metrics, and be a form of escalation for customer requests. The ideal candidate should have exceptional communication, interpersonal, and customer service skills, as well as a strong technical aptitude.

The Customer Support Manager will be focused on improving the customer support team and department practices. Being observant, detail-oriented, and possessing an understanding of the business, the products and services, and the issues the customer support team faces are critical.

Responsibilities

• Manage and monitor all day-to-day activities of the Customer Support department.
• Enforce service procedures, policies, and standards; determine system improvements and implement changes.
• Collect and analyze support statistics to include service request volume, team member productivity, quality, and customer-service satisfaction.
• Hire, coach, and provide training to personnel to maintain high customer service standards.
• Monitor and improve service requests, client issue handling, and other procedures.
• Evaluate support team member performance with key metrics.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Prepare reports for different departments or upper management; using the data provided provide suggestions for improvement and department growth.
• Assess the skills of existing support staff, their performance, and productivity through quantitative data and client evaluation feedback to identify areas of improvement and internal training requirements.
• Ensure that all support staff stays up to date with product knowledge by liaising with the Training Manager through internal training.
• Investigate and solve customer problems, which may be complex or long-standing problems that have been passed on by customer service representatives.
• Learn and master the organization's products, services, and software, keeping up to date with changes and new releases.
• Develop and manage all short, medium- and long-term plans and goals for the department.

A little more about you...

• Minimum 5 years of management including experience creating key performance indicators within a customer success environment.
• Proven working experience as a Customer Support Manager in the same or similar industry.
• Excellent organizational and leadership skills with a problem-solving ability
• Knowledge of performance evaluation and customer service metrics
• Excellent knowledge of management methods and techniques.
• Working knowledge of customer service software, databases, and tools such as Dynamics, Salesforce Desk or Service now
• Awareness of the industry’s latest technology trends and applications.
• Ability to think strategically and to lead.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multitasking skills.
• Ability to thrive in a fast-paced, high-pressure environment.
• Hospitality and/or hotel experience is preferred.
• Four-year college degree.