Customer Support Manager

Summary

Join our client, a leading logistics firm revolutionizing e-commerce fulfillment, as a Customer Support Manager. Oversee and enhance customer service operations, focusing on employee performance, customer relationships, and team dynamics. Develop and implement training programs, manage performance reviews, and foster a positive team environment. Collaborate with leadership on recruitment, retention, and addressing employee concerns. Ensure customer service standards are met and advocate for the support team's growth within the company. This role offers global experience, ownership, and leadership growth opportunities.

Requirements

• At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics, with direct experience working with Western companies, ideally based in North America
• Experience in managing multiple teams, with strong leadership and mentoring skills, and the ability to inspire and develop talent
• Excellent communication and interpersonal skills
• Ability to work cross-functionally with operations and leadership teams
• Strong organizational and time management skills
• Experience with performance management, feedback, and employee development
• Proficiency in Zendesk is required
• A passion for fostering a positive team culture and delivering excellent customer service

Responsibilities

• Develop and implement training programs that enhance agents' skills, product knowledge, and customer service techniques
• Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents
• Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives
• Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement
• Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized
• Organize and execute ongoing coaching and workshops
• Ensure that customer service standards and policies are maintained and upheld within the team
• Work closely with the leadership team to address any people's concerns, conflict resolution, and maintaining high morale within the team
• Advocate for the needs and professional growth of the support team within the broader company framework
• Collaborate with leadership to ensure alignment between company objectives and the customer service team’s approach
• Assist with the development and implementation of retention strategies and career progression plans

Preferred Qualifications

Familiarity with customer service software (e.g., Zendesk, Freshdesk) and CRM systems is preferred

Benefits

Work From Home