Customer Support Manager - Remote

Overview

B2Spin seeks a strategic and proactive Customer Support Manager to oversee our team of Customer Support Team Leads, ensuring the delivery of high-quality customer support and the achievement of specific operational goals. This role is pivotal in enhancing team effectiveness, overseeing quality assurance, and driving the continuous improvement of service standards. The ideal candidate will possess a robust background in customer support management, with a proven track record of mentoring leaders, optimising team performance, and maintaining high operational standards.

In Short

• Guide and mentor a team of Customer Support Team Leads.
• Oversee the monitoring and achievement of KPIs across the customer support teams.
• Drive implementation of comprehensive training and coaching programs.
• Oversee the quality assurance process to ensure all customer interactions meet company standards.
• Analyse existing support processes and implement changes to improve operational efficiency.
• Lead recruitment efforts to hire high-calibre team leads and support staff.
• Develop and administer performance improvement plans for underperforming team members.
• Prepare detailed reports on team performance for senior management.
• Handle escalated issues and make high-stake decisions affecting service delivery.

Requirements

• Minimum of 3+ years in a customer support management role.
• Bachelor’s degree in Business Administration, Management, or a related field.
• Strong leadership and strategic planning skills.
• Proficient in CRM software like Zendesk.
• Adept at analytical and reporting tasks.
• Inspirational leader with excellent problem-solving capabilities.
• Exceptional communicator at all levels.

Benefits

• Competitive salary with performance-based incentives.
• Opportunity to work remotely with flexible hours.
• Comprehensive health and wellness benefits.
• Continuous professional development and career advancement opportunities.
• Engage in a high-growth, innovative international company culture.