Customer Support Manager

What you’ll Do:

• Collaborate with cross-functional teams to identify root causes of customer complaints and implement corrective actions.
• Develop and maintain reporting mechanisms to track, analyze, and report on complaint trends and key performance indicators.
• Conduct occasional training sessions for customer support teams to enhance complaint resolution skills and ensure consistent adherence to SOPs.
• Implement preventive measures to minimize the occurrence of complaints and improve overall customer satisfaction.
• Foster a customer-centric mindset within the team, emphasizing proactive communication and relationship-building.
• Stay informed about industry best practices and emerging trends in customer support to continuously improve complaint management processes.
• Act as a liaison between the customer support team and other departments to address systemic issues affecting customer satisfaction.
• Implement and lead service recovery initiatives to turn dissatisfied customers into loyal advocates.
• Provide insights and recommendations to leadership based on analysis of complaint data for continuous improvement initiatives.
• Conduct periodic audits of complaint handling processes to ensure compliance and identify areas for improvement.
• Handle escalated complaints and complex customer issues, demonstrating exceptional problem-solving skills and ensuring resolution to the satisfaction of the customer and the company.
• Build and maintain relationships with regulatory bodies and manage any regulatory inquiries related to customer complaints.

What you’ll Need:

• High energy levels and the ability to maintain enthusiasm in a dynamic customer support environment.
• Strong people management skills to lead and motivate the team effectively.
• Willingness to seamlessly integrate into the team culture and collaborate with cross-functional teams.
• Exceptional critical thinking skills to analyze and resolve complex customer complaints.
• Demonstrates a heightened sense of emergency, ensuring swift and effective responses to urgent customer concerns.