About the Role
We’re seeking a proactive and people-driven Customer Support Manager to lead our growing support team. In this critical role, you’ll oversee day-to-day operations, manage performance, drive team development, and champion a high-performance, customer-first culture. This is a hands-on leadership position where you’ll spend the majority of your time working directly with supervisors and agents to ensure exceptional customer experiences.
Key Responsibilities
Performance Management
- Monitor and evaluate individual and team performance, including supervisors and agents.
- Identify underperformance and implement coaching, training, or corrective action as needed.
- Make strategic decisions regarding promotions, development plans, or terminations when necessary.
Data Management, CRM & Reporting
- Ensure accurate data entry of daily customer interactions into CRM and designated systems.
- Monitor reporting processes to maintain data integrity and reliability.
- Create custom reports and dashboards aligned with business needs and KPIs.
- Deliver timely and accurate reporting per company standards.
Training & Development
- Develop and continuously improve training programs, materials, and conversation guidelines.
- Equip team members with the tools and knowledge needed to exceed customer expectations.
- Align training strategies with evolving customer needs and company goals.
Team Environment & Workload Management
- Manage employee workload, create fair task distribution, and maintain team morale.
- Implement recognition and incentive programs to drive motivation and productivity.
- Spend 60% of your time actively managing the support floor and daily operations.
- Conduct weekly 1:1 meetings with team members for feedback and development.
- Resolve escalated issues promptly and effectively, supporting team and customer needs.
People Management
- Lead hiring, onboarding, and retention of high-performing talent.
- Provide on-the-job training, coaching, and career development opportunities.
- Conduct annual salary reviews and performance assessments.
- Promote a culture of continuous improvement (Kaizen) and lifelong learning.
- Set clear monthly and quarterly team goals aligned with organizational objectives.
- Foster employee engagement through events, huddles, and regular team check-ins.
What We’re Looking For
- Proven experience in a customer support leadership role.
- Strong interpersonal and team management skills.
- Data-savvy with experience in CRM systems and reporting tools.
- Excellent communication and problem-solving abilities.
- Passion for employee development, performance management, and customer satisfaction.
- A hands-on leader who thrives in a dynamic, fast-paced environment.