Assistant Customer Support Manager

What you’ll Do:

• Provide strong leadership, vision, insight, motivation and goals to developing Customer Service/Support best practices
• Create and develop team SOP and ensure the well execution for business operation
• Manage the development and implementation of operational strategies for Customer Support Management
• Manage team shift managements both internal and outsourced staff to align with servicing FTEs
• Weekly and Monthly monitor resources FTEs and create job rotation, resources allocation plan
• Provide management reports both voices and non-voices services and analyze the data and suggest the action plans to managements
• Ensure smooth running of daily processes to meet service commitment levels
• Cost management and utilizations for department's highest efficiency and being as lean as possible
• Ensure that all subordinates are working effectively and following all technical and company service processes as well as ensure that proper notification/ escalation of service activities are followed as related by company policies and partner requirements
• Manage, train and coach Customer Support Team member and monitor staff’s performance according to established monitoring standards

What you’ll Need: 

• 3 year’s work experience in customer service, customer experience, operations or a related field. 3 years of people management experience is preferred.
• Excellent analytical and math skills.
• Passionate about the customer and curious about customer behavior.
• Proven ability to build relationships, facilitate and negotiate across an organization.
• Strong background in customer research and analytics techniques, customer strategy, process improvement and performance management.