Technical Customer Service Manager

This is a remote position.

Job Role:

We are seeking a highly experienced Technical Customer Service Manager to join our dynamic team. As a Customer Service Manager, you will be responsible for overseeing and leading our customer service team, ensuring the highest level of customer satisfaction. You will play a pivotal role in maintaining strong relationships with our customers, addressing their concerns, and resolving any issues that may arise. Additionally, you will collaborate closely with our product development, sales, and marketing teams to identify areas for improvement and enhance the overall customer experience.

Project Role: Customer Service Manager
Work Experience: 8+ years
Work location: Remote
Must Have Skills: Customer Service, Team Management & Leadership

Roles and Responsibilities

• Lead, mentor, and manage the customer service team, fostering a positive and collaborative work environment.
  
• Develop and implement customer service policies, procedures, and standards to ensure consistent delivery of exceptional service.
  
• Establish key performance indicators (KPIs) for the customer support team and monitor performance against set targets.
  
• Handle escalated customer inquiries or complaints, providing timely and effective resolutions.
  
• Identify opportunities for process improvements and recommend solutions to enhance the overall customer experience.
  
• Collaborate with cross-functional teams, including product development, sales, and marketing, to gather feedback, address customer pain points, and drive product enhancements.
  
• Analyze customer service data, generate reports, and present insights and recommendations to senior management.
  
• Stay updated on industry trends, best practices, and emerging technologies to continuously improve customer service operations.
  
• Conduct regular training sessions to ensure the team is equipped with the necessary skills and knowledge to deliver exceptional service.
  

Profile

• Minimum of 8 years of experience in customer service, with at least 3 years in a leadership or managerial role.
  
• Proficient in customer service software, CRM systems, and other relevant tools.
  
• Strong understanding of SaaS-based products, mobile app development and web development.
  
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team.
  
• Exceptional problem-solving and decision-making abilities.
  
• Outstanding communication skills, both written and verbal.
  

Desired Candidate Profile

• Good, positive attitude
  
• Good debugging and problem-solving skills
  
• Good IQ
  
• Lots of common sense