Customer Support Manager Job Description

A customer support manager is an employee in a company that supports customers’ use of the company’s products or services.

A customer support manager could be responsible for answering customer questions about a company’s financial or healthcare products.

A customer support manager might also be responsible for general customer service.

As a customer support manager, you might work in a variety of industries, and you might find yourself providing customer service for a company who is in a seasonal business.

For example, if you are in a ski shop, you might work in the winter, but if you are a bakery, you might work in the summer.

Your hours may vary greatly depending on the type of company you work for.

Job Brief:

We’re looking for a Customer Support Manager who is passionate about providing excellent customer service and has experience managing a team of customer service representatives. The ideal candidate will have excellent communication and organizational skills, be able to work independently, and be able to take initiative to solve problems. If you are a self-starter and have a positive attitude, we want to hear from you!

Customer Support Manager Duties:

• Manage all customer and vendor communications, addressing needs in a timely and appropriate manner
• Provide assistance with troubleshooting technical issues and resolving service related problems
• Oversee correspondence and interactions of staff with customers
• Promote superior customer service
• Monitor customer satisfaction
• Conduct research about product competitors and industry trends
• Develop and implement strategies to achieve organizational goals

Customer Support Manager Responsibilities:

• Provide guidance and leadership to a team of customer service representatives to ensure customers receive prompt, accurate, and friendly service
• Coach, develop, and mentor customer support personnel
• Maintain and update customer database, make customer service-related recommendations, and report issues and trends
• Implement quality control plans to prevent or correct mistakes made during customer support
• Meet with key customers and identify new opportunities for growth

Requirements And Skills:

• Proven experience in a customer support role
• Strong decision-making capabilities
• Above-average communication, collaboration, and delegation skills
• Proven ability to develop and maintain financial plans
• Ability to motivate and lead people, and hold employees accountable
• Strong working knowledge of operational procedures

[Company Name] is proud to be an Equal Opportunity Employer. We believe that building a diverse and inclusive team is essential to our success. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals.