What are the responsibilities and job description for the Customer Support Manager position at A Leading Edge AI Platform Company?
HireArt is helping our client find an experienced Customer Support Manager to oversee and optimize all customer service operations, ensuring users receive timely and high-quality support.In this role, you will be responsible for managing App Store and Play Store reviews, handling Zendesk tickets, and developing processes to improve the efficiency and effectiveness of our customer support channels. Your insights will help shape product improvements and enhance the overall user experience.As a Customer Support Manager, you'll:Oversee and respond to user inquiries, feedback, and complaints across Zendesk, App Store reviews, Google Play reviews, and other platforms.Optimize and scale support workflows to ensure efficient ticket resolution and improved response times.Engage with user reviews, respond to feedback professionally, escalate critical issues, and analyze trends to enhance the app experience.Work closely with community, product, and engineering teams to escalate major user concerns and advocate for customer-centric improvements.Work cross-functionally with product and engineering teams to implement solutions.Maintain and improve self-service resources, FAQs, and help documentation to reduce support ticket volume.Track and analyze customer feedback trends to identify common issues and work Measure and improve customer satisfaction (CSAT) and Net Promoter Score (NPS) by implementing best practices for customer support.
Salary : $38 - $50