Customer Support Management – Job Description

We are looking for a proactive and customer-focused professional to manage customer queries and lead the support team, ensuring high levels of customer satisfaction and timely issue resolution.

Key Responsibilities:

• Handle and oversee customer queries across multiple channels (email, phone, chat, etc.)
• Lead and manage the customer support team to ensure efficient service delivery
• Monitor response and resolution times to meet service level agreements (SLAs)
• Escalate complex issues and coordinate with internal teams for resolution
• Maintain records of customer interactions and feedback
• Identify recurring issues and suggest process improvements
• Train and guide team members to improve performance and customer experience

Required Skills:

• Strong communication and interpersonal skills
• Experience in customer service or support management
• Ability to handle escalations and resolve conflicts effectively
• Leadership and team management abilities
• Problem-solving and decision-making skills
• Familiarity with CRM or helpdesk tools is a plus