CUSTOMER SUPPORT MANAGER
Descripción de la oferta de empleo
XN September INDUSTRY AND CAPITAL GOODS FUNCTIONS Responsibilities.
• Leading and managing the customer support team, including support team and technical support team, and the Operations Center.
• Developing and implementing customer support policies and procedures.
• Ensuring timely and efficient resolution of customer issues and escalations.
• Monitoring and analyzing support metrics to identify trends and areas for improvement.
• Driving continuous improvement initiatives to enhance service quality and customer satisfaction.
• Collaborating with other departments to align support strategies with overall business goals.
• Managing the budget for the customer support department.
• Conducting regular performance evaluations and providing coaching and development opportunities for team members.
• Oversee and coordinate subcontractor activities to ensure alignment with department goals, compliance with service agreements and adherence to quality standards.
Requirements.
• Bachelor’s degree in business administration, Information Technology, or a related field.
• Advanced degree or certifications in customer service management, project management, or technical support are advantageous.
• Proficiency in customer support software (e.
., Salesforce) and analytics tools (e.
., Power BI, Tableau).
• In-depth knowledge of service level agreements (SLAs) and operational level agreements (OLAs).
• Fluency in English is required, French or Italian are a plus.
• Minimum of 5 years of experience in customer support or technical support roles.
At least 3 years of experience in a managerial or supervisory role.
• Proven track record of managing customer support operations in a B2B environment, preferably with technical products.
• Experience with managing and optimizing support processes and workflows.
• Strong understanding of network operations and technical support principles.
Detalles de la oferta
- Sin especificar
- 07/11/2024
- 05/02/2025
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