Role Overview

Leads the customer support department by overseeing daily operations and ensuring exceptional customer service delivery across all touchpoints. They manage customer support teams, develop policies and procedures to enhance customer satisfaction, and serve as escalation points for complex customer issues. Responsibilities include hiring and training customer support representatives, implementing customer service strategies, managing departmental budgets, and monitoring key performance indicators such as response times, resolution rates, and customer satisfaction scores. They analyze customer feedback trends to identify areas for process improvement and work cross-functionally with product, engineering, and operations teams to resolve systemic issues. Daily tasks involve conducting team meetings, reviewing escalated cases, analyzing support metrics, implementing training programs, handling high-priority customer concerns, and reporting departmental performance to senior management. Customer Support Managers also develop and maintain knowledge bases, implement support software tools, and ensure compliance with service level agreements while fostering a culture of customer-centricity within their teams.