Customer Support Manager Job Description Template
The Customer Support Manager is responsible for overseeing the customer support team and ensuring that customers are satisfied with the service they receive. They will also be required to resolve any customer complaints and escalate them to the appropriate department if necessary. In addition, the Customer Support Manager will be responsible for training new customer support staff and monitoring their performance.
Customer Support Manager Job Responsibilities
- Overseeing customer support team and operations
- Hiring, training and coaching customer support staff
- Developing and implementing customer support policies and procedures
- Monitoring customer satisfaction levels and working to improve them
- Dealing with escalated customer complaints and issues
- Analysing customer support data to identify trends and areas for improvement
- Liaising with other departments such as Sales, Marketing and Product Development to ensure smooth running of operations
- Budgeting for and managing the customer support department's budget
Objectives
- To ensure that customers are satisfied with the level of support they receive
- To manage a team of customer support representatives and ensure that they are providing high quality service
- To resolve customer complaints in a timely and efficient manner
- To develop and implement strategies to improve customer satisfaction levels
- To maintain upto-date knowledge of the company’s products and services
- To keep abreast of industry developments and trends
Customer Support Manager Job Skills & Qualifications Needed
- The skills and qualifications needed for the role of Customer Support Manager include excellent customer service skills, superb communication and interpersonal skills, strong organizational and time management skills, and the ability to work well under pressure. Additionally, a Customer Support Manager should have previous experience working in a customer support or call center environment, as well as experience managing a team of customer service representatives.