Manager, Customer Support

Summary

The job description is for a Customer Support Manager in APAC to lead the dedicated customer support team at SevenRooms. The role involves overseeing daily operations, managing a team, developing processes, and ensuring timely, effective, and empathetic customer support.

Requirements

• Minimum of 3 years of experience in customer support leadership
• Proven ability to lead, motivate, and develop a high-performing remote team
• Strong commitment to delivering excellent customer service and enhancing the customer experience
• Excellent verbal and written communication skills, with the ability to interact effectively with customers, team members, and other stakeholders
• Strong analytical and problem-solving skills, with the ability to handle complex and escalated customer issues
• Familiarity with customer support software and tools, such as CRM systems, help desk software, and analytics tools

Responsibilities

• Lead, mentor, and manage a team of customer support representatives
• Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team
• Monitor and evaluate team performance through key metrics, providing regular feedback and coaching to support representatives
• Demonstrate product expertise as the regional Subject Matter Expert, by handling complex or escalated customer issues, partnering with the product and engineering org, and ensuring resolution
• Partner cross-functionally with other departments, including Customer Success and Product, to ensure customer feedback is communicated and addressed
• Generate and analyze Support data to identify trends, areas for improvement, and opportunities for enhancing the customer experience
• Contribute to the development and execution of the customer support strategy, aligning it with overall company goals and objectives

Benefits

• A fresh start with a flexible and independent working schedule
• Equitable compensation
• Employee programs and recognition
• Opportunities for training and professional development