Leadership and Team Management:

• Provide inspirational leadership to the customer support team, fostering a collaborative, high-performing environment.
• Recruit, onboard, and develop a team of skilled customer support professionals, ensuring they are equipped to deliver exceptional service.
• Mentor and coach team members, providing guidance, feedback, and opportunities for growth and development.
• Set clear performance expectations and conduct regular performance reviews to recognize achievements and identify areas for improvement.

Strategic Service Delivery:

• Develop and implement comprehensive customer support strategies aligned with the company's overall business objectives.
• Define service level agreements (SLAs) and key performance indicators (KPIs) to measure and monitor service quality.
• Implement robust processes and procedures to ensure efficient and effective issue resolution.
• Utilize customer feedback and data analytics to identify trends, pain points, and opportunities for service enhancement.
• Drive continuous improvement initiatives to optimize service delivery, reduce response times, and enhance customer satisfaction.

Customer-Centric Culture:

• Foster a customer-centric culture across the organization, emphasizing the importance of delivering exceptional experiences at every touchpoint.
• Champion the voice of the customer, ensuring their feedback is heard and acted upon.
• Collaborate with other departments, including Sales, Marketing, and Product, to align customer support efforts with overall business strategy.
• Proactively identify and address customer concerns, escalating issues as needed to ensure timely resolution.

Operational Excellence:

• Oversee the customer support budget, ensuring resources are allocated effectively to support service delivery.
• Implement technology solutions and tools to streamline processes, enhance team productivity, and improve customer experience.
• Stay abreast of emerging customer service trends, technologies, and best practices.
• Develop and deliver training programs to upskill team members and enhance their knowledge of products, services, and support processes.

• Bachelor's degree in a relevant field or equivalent experience.
• 7+ years of experience in customer support or service-related roles, with at least 3 years in a managerial capacity.
• Proven track record of leading and developing high-performing teams.
• Deep understanding of customer service principles, strategies, and best practices.
• Strong analytical and problem-solving skills, with the ability to identify trends and implement data-driven solutions.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Passion for delivering exceptional customer experiences and driving customer satisfaction.

• Experience in the technology or professional services industry.
• Familiarity with CRM and customer support software.
• Knowledge of ITIL or other service management frameworks.
• Certification in customer service or experience management.

• Customer-centric mindset with a genuine desire to help others.
• Empathetic and active listener with the ability to understand and address customer concerns.
• Proactive and solutions-oriented, with a bias for action.
• Adaptable and resilient, with the ability to thrive in a fast-paced environment.
• Strong organizational and time management skills, with the ability to prioritize and delegate effectively.