Customer Support Manager - Remote

We are seeking a motivated and experienced Customer Support Manager to lead our customer support team and ensure that we provide outstanding support to our customers. As a Customer Support Manager, you will be responsible for overseeing the customer support department, managing a team of support agents, and ensuring that our customers receive timely, effective, and courteous assistance. You will be the primary point of contact for escalated customer issues, work to improve customer satisfaction and develop strategies to enhance the overall customer experience.
Key Responsibilities:

• Oversee daily operations of the customer support team, including scheduling, training, and performance evaluations
• Create and implement support policies and procedures to ensure consistent and high-quality service
• Act as the point of contact for complex and escalated customer issues, working to resolve them quickly and effectively
• Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction to identify areas for improvement
• Provide ongoing training and coaching to support agents to enhance their skills and knowledge
• Work closely with other departments, such as Product Development and Sales, to ensure customer feedback is integrated into product improvements and service enhancements
• Ensure that the support knowledge base is up-to-date, comprehensive, and easily accessible to both customers and support staff
• Promote a positive, collaborative, and customer-focused culture within the support team.