Customer Support Manager

Summary

Join B2Spin's growing team as their Customer Support Manager! You will strategically lead and mentor a team of Customer Support Team Leads, ensuring high-quality customer support and achieving operational goals. This pivotal role involves enhancing team effectiveness, overseeing quality assurance, and driving service improvements. The ideal candidate has a strong background in customer support management, proven leadership skills, and experience managing large teams. You will be responsible for KPI management, training and development, quality assurance, operational efficiency, recruitment, performance improvement, reporting, and crisis management. B2Spin offers a competitive salary with performance-based incentives, remote work flexibility, comprehensive health and wellness benefits, and professional development opportunities.

Requirements

• Minimum of 3+ years in a customer support management role, managing team leads or managers, preferably within the Gaming industry
• Bachelor’s degree in Business Administration, Management, or a related field
• Strong leadership and strategic planning skills; proficient in CRM software like Zendesk; adept at analytical and reporting tasks
• Inspirational leader, proactive, with excellent problem-solving and decision-making capabilities; exceptional communicator at all levels
• Self-provided laptop or PC (Intel i5 4th Gen or higher, Windows 10 or newer)
• Minimum 8 GB RAM, 1 GB HDD space
• Reliable internet connection with minimum 10 Mbps upload and download speeds, backup internet provider
• USB headset (noise-cancelling), web camera

Responsibilities

• Guide and mentor a team of Customer Support Team Leads
• Develop and implement strategies to enhance team efficiency and effectiveness
• Oversee the monitoring and achievement of KPIs across the customer support teams
• Ensure that all team leaders are aligned with the department's objectives and performance standards
• Drive implementation of comprehensive training and coaching programs to foster skill development and enhance the performance of team leads and their teams
• Oversee the quality assurance process to ensure all customer interactions meet company standards
• Develop and refine QA protocols, lead the analysis of service interactions, and utilise insights to drive procedural updates and enhance service delivery quality across teams
• Analyse existing support processes and implement changes to improve operational efficiency and customer service quality
• Lead recruitment efforts to hire high-calibre team leads and support staff
• Manage onboarding and continuous professional development
• Develop and administer performance improvement plans (PIPs) for underperforming team members, ensuring they have clear objectives and support to improve
• Prepare detailed reports on team performance, customer feedback, and service issues for senior management, enabling informed decision-making
• Handle escalated issues and make high-stake decisions affecting the company’s service delivery and customer satisfaction

Preferred Qualifications

• Experience managing teams of 50+ employees is advantageous
• A Master’s degree is advantageous

Benefits

• Competitive salary with performance-based incentives
• Opportunity to work remotely with flexible hours
• Comprehensive health and wellness benefits
• Continuous professional development and career advancement opportunities