Customer Support Manager

Location: San Ramon, CA, USA - On-site

Hiring Company Name: ACHNET Demo

Hiring Company Location: San Ramon, CA, USA

Job Type: Full-time

Experience Level: Mid-Senior Level (Minimum 5 years)

Job Overview

We are seeking a highly motivated and experienced Customer Support Manager to lead our customer support team. The ideal candidate will have a proven track record of providing exceptional customer service, managing a team effectively, and driving continuous improvement in a fast-paced environment, preferably within the FMCG industry. As a Customer Support Manager, you will be responsible for ensuring customer satisfaction, resolving complex issues, and developing strategies to enhance the overall customer experience.

Key Responsibilities

• Lead, mentor, and develop a team of customer support representatives, ensuring high levels of performance and engagement.
• Develop and implement customer support strategies and procedures to improve efficiency and customer satisfaction.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Resolve escalated customer issues and complaints in a timely and professional manner.
• Collaborate with other departments, such as sales and product development, to address customer needs and concerns.
• Track and report on key customer support metrics, such as resolution time, customer satisfaction scores, and support volume.
• Ensure adherence to company policies and procedures within the customer support team.

Educational Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Relevant certifications in customer service or management are a plus.

Must-Have Skills

• Minimum of 5 years of experience in customer support, with at least 2 years in a management role.
• Proven ability to lead and motivate a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong knowledge of customer service principles and practices.
• Experience with CRM software and other customer support tools.
• Familiarity with the FMCG industry.

Good-to-Have Skills

• Experience with Zendesk or similar ticketing systems.
• Knowledge of data analysis and reporting.
• Project management skills.

Pay Rate/Salary

Commensurate with experience. The annual salary range for this position is $90,000 - $120,000.

Number of Openings

1