We are looking for a highly skilled and motivated Customer Support Group Manager to join our team! This role is essential in ensuring the efficient handling of customer inquiries and enhancing customer satisfaction across multiple product lines. If you're an experienced leader with a passion for streamlining customer service operations and driving team performance, we’d love to hear from you.
Lead Multiple Teams: Manage at least two customer support teams of approximately 15-20 support specialists (two distinct directions), each headed by a Team Lead.
Collaboration with Product Teams: Work closely with Product Teams, reporting to them and ensuring the Customer Support (CS) operations align with product goals. You will be responsible for overseeing CS activities related to these products.
Workflow Development: Develop, implement, and continuously improve workflows and processes to maximize efficiency and ensure high-quality customer interactions.
Automation Focus: Identify opportunities for automation within the CS processes, reducing manual tasks and improving overall productivity.
Team Management: Provide direct management and support to the Team Leads, ensuring they have the guidance and resources to drive their teams toward success.
Performance Optimization: Monitor team performance and ensure customer service standards are consistently met, with a strong focus on both qualitative and quantitative metrics.
Forecast staffing requirements and strategically plan hiring in alignment with team workload and evolving product demands.
English level B2-C1
Proven experience in leading multiple teams within a customer support environment.
Strong ability to collaborate with product teams, understanding product needs and reflecting them in the customer support strategy.
Demonstrated success in creating and implementing workflows and processes.
Automation experience or knowledge of tools to optimize workflows and improve efficiency in CS operations.
Excellent leadership skills, with a track record of managing Team Leads and guiding larger teams of 15-20 specialists per team.
Strong project management skills with the ability to drive improvements in workflows and team performance.
Experience in customer support automation tools and software.
A solid understanding of product development cycles and how CS plays a critical role in supporting them.
Crisis management and quick decision-making capabilities in abnormal load or operational disruption situations.
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