Customer Support Manager
Boston, MA, United States
The Customer Support Manager is responsible for managing the day-to-day customer service operations for NOBULL & TB12. This includes operations with all 3rd party service providers, implementing strategies to enhance customer satisfaction, and ensuring efficient resolution of customer inquiries and concerns. The Customer Support Manager plays a crucial role in maintaining positive customer relationships and contributing to the business's overall success.
Responsibilities:
Continuously assess and enhance customer service processes to enhance efficiency and effectiveness
Collaborate with other departments to address customer concerns and optimize service delivery
Monitor and analyze customer support metrics, including response times, resolution rates, and satisfaction scores, and implement initiatives to improve performance
Develop and execute support strategies aimed at elevating customer satisfaction and refining the overall customer experience
Craft and uphold customer support policies, procedures, and training materials to ensure uniformity and excellence in service delivery
Ensure prompt and accurate resolution of customer inquiries, complaints, and issues
Supervise customer interactions to ensure delivery of high-quality service
Stay informed about industry trends and customer support best practices, integrating innovative solutions to meet evolving customer needs
Qualifications:
Bachelor's degree in business, management, or a related field (preferred)
4+ years relevant experience
Proven experience in customer service or a related field, with a track record of successful team management
Strong leadership and communication skills
Excellent problem-solving and decision-making abilities
Familiarity with customer service software and technologies
Customer-centric mindset with a focus on continuous improvement
Resourceful and Proactive
Team Player that brings positive energy to the team
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