Customer Service & Technical Support Manager

Description:

We are seeking a dynamic, experienced Customer Service & Technical Support Manager to lead our teams to deliver outstanding service and technical support. In this role, you will oversee daily operations, drive performance, and ensure customer satisfaction across all channels. This is a great opportunity to grow and expand alongside the business.

Key Responsibilities

• Oversee all customer service and technical support across multiple product brands and locations.
• Drive the adoption of new technical capabilities, tools, and processes.
• Support customer onboarding for new products and platforms.
• Develop and implement product training strategies, processes, and team skill-building programs.
• Create and maintain functional Standard Work documentation for roles within scope.
• Establish, track, and report on meaningful customer KPIs and metrics, leveraging data-driven insights across the organization.
• Direct and oversee the company's customer experience strategy, including goals, tools, people, and processes.
• Build, coach, and mentor a high-performing team with a culture of accountability.
• Enhance the Brand Experience through direct customer engagement and improved service delivery.
• Collaborate with cross-functional leaders to ensure a seamless, integrated customer journey.
• Continuously improve efficiency, effectiveness, and profitability while driving higher customer satisfaction, NPS, retention, and growth.

Qualifications:

• Strong knowledge of customer service principles and technical troubleshooting methodologies.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Hands-on experience with CRM and support platforms (e.g., Zendesk, Salesforce, Freshdesk).
• Proven ability to analyze data and make informed business decisions.
• Experience with modern telephony systems and ERP/CRM integrations.
• Proficiency in Microsoft Office 365.
• Executive-level presentation and communication skills.
• Bachelor's degree in Business Administration, Marketing, Engineering, or related field (required).
• Master's degree in Business Administration, Marketing, Engineering, Management, or related field (preferred).