Customer Support Manager

Job Responsibilities:

Leadership/People Skills:

A suitable candidate will possess outstanding leadership skills. He will portray an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group’s actions. He will also be an approachable and relatable individual, making it easy for junior personnel to follow his direction and for senior customer support management to earn his trust and give credit to his insights and judgments.

Responsibility to staff and direct the team:

• Overall responsibility for the development, performance, and maintenance of the customer service activities of the organization.
• Meet your targets and those of the team as a whole– efficient running of the team.
• Contribute to the training and development of the team.
• Achieve maximum profitability and growth in accordance with organization plans.

Day-to-day responsibilities for the team as agreed with Line Manager to include:

• Direct and manage all customer service activities.
• Direct, manage and monitor the overall performance of the customer services team.
• Effective liaison, support, and assistance between the customer services department and the rest of the organization.
• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
• Utilize CRM system to manage the functions of receiving, assessing, analyzing, resolving, and documenting customers’ issues and complaints in accordance with agreed requirements.
• Development of plans for customer services activities to include customer management to achieve satisfaction targets– support to all other departments with customer service and related issues.
• Subject to agreed criteria, recruitment, training, set action, and targets, appraise and manage performance, development, coaching, and general support of all team members to ensure targets are met.
• Reporting (content and format as agreed) on a monthly basis or as otherwise required.
• Developing plans for team activities to include a strategy to achieve agreed targets.
• Delegate authority and responsibility to the team with supervision, accountability, and review.
• Manage and maintain contact with internal and external clients/customers for feedback and to obtain client/customer satisfaction information.
• Set an example for team members of commitment, customer service knowledge, work ethics and habits, and personal character– maintain accurate customer service records.
• Control expenses to meet budgetary controls– adhere to all organizational policies and procedures.
• Interact and cooperate with all members of the organization, its suppliers, and clients/customers

Skills and Competencies:

• High level of Communication skills and Emotional Intelligence.
• Able to manage conflicts, challenges, and uncertain situations.
• Great with People (with your colleagues and clients), and a pleasant personality.
• Good in negotiation with deals and closing leads. Converting complaints into business opportunities.
• Being good with numbers of reporting, forecasting, and analysis is an advantage.

Job Requirements:

• Fluent in the English language (reading, writing, and speaking) with Business Acumen.
• +5 years and plus of experience in Customer Support space within eCommerce, Call Center, or Selling Physical products space. Preferably within the DTC/B2C space.
• +10 years of experience in leadership, managing customer support agents, and leading a team.
• Have intensive experience in developing KPIs, metrics, dashboards, tracking, and reporting
• Has practical experience using ZenDesk software, and other related.
• Experienced in developing departments from scratch, training team members, and scaling teams.
• Experienced in Sales (either in having done sales or managed salespeople).
• Pay deep attention, to Details, numbers-oriented with business and financial acumen.
• Creative thinking, to be able to come up with new ideas to improve customer service standards.
• Good understanding of the supply chain, logistics, and building materials, gardening practical experience is highly preferred.
• Maintain a high level of emotional intelligence, empathy, communication skills, and managing conflicts.
• Experience in using Project Management tools such as Asana, ClickUp, etc.
• Experience in using Google Workspace products such as Gmail, Google Docs, etc.
• Able to work within the USA time zone.

Hiring Process:

• Round (1): Review and evaluate your application
• Round (2): Invite and submit the practical task/assessment
• Round (3): HR Interview
• Round (4): Line Manager's Interview