Customer Support Manager

Koncert is looking for a motivated and experienced customer support manager to lead our customer support department.

Job Description

We are looking for a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting up goals. Candidate should be up to date on industry products and trends and train staff accordingly.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, experienced training skills, and be a role model and mentor to staff.

 

Primary Responsibilities

  • Managing the customer support department’s day-to-day functions and tasks.
  • Responding to escalated customer support issues and assist support reps during customer calls and with customer emails, as needed.
  • Implementing an ensuring that all processes used by customer support are properly documented and consistently audited to enhance customer satisfaction.
  • Formulating and revising customer support policies and promote their implementation.
  • Informing the team of all new information related to products, procedures, and trends.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team's ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary process according to company policy.
  • Managing the budget of the customer support department.
 

Requirements

A strong capacity and desire to develop customer service and communication skills. The candidate will be expected to understand a customer’s need, put themselves in the customer’s shoes, and guide the customer’s expectations. We also ask our support representatives to be the voice of the customer back to the company.

  • College degree (bachelors or higher pertaining to management, customer service, business, etc.)
  • Proven experience as a customer support specialist, preferably within a similar environment.
  • Thorough knowledge of legislation pertaining to consumer protection.
  • Prior experience (a minimum of 2 to 3 years) in a managerial or supervisory role will be advantageous.
  • Top-notch oral, written, and interpersonal abilities.
  • Alignment with our company's values and mission statement.
 

Sound like you? Apply Today.